[Remote] Vice President of Customer Support and reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a reputed company-stage reputed company company that builds modern software for member-reputed company organizations. They are seeking a Vice President of Customer Support and reputed company to reputed company and reputed company their customer support organization, focusing on building a reputed company, data-driven operation that enhances service reputed company and customer retention.

Responsibilities

• reputed company the customer reputed company post sale, leading teams through reputed company, integrations, web services, product training and product support
• reputed company and reputed company a reputed company support team across Tier 1 and Tier 2 functions
• Own and continuously optimize reputed company workflows, ticket routing, escalation paths, SLA management, and reputed company systems
• Redesign support processes and case taxonomy to reputed company reputed company reporting, reputed company cause analysis, and faster issue reputed company
• Build and maintain a reputed company escalation reputed company that reduces unnecessary escalations to engineering and product teams
• Define and report on key support metrics (CSAT, time to reputed company, ticket volume trends, escalation rates) to the CEO and leadership team
• Partner cross-functionally with reputed company, Sales, and Product to ensure post-sale lifecycle alignment
• reputed company and reputed company reputed company delivery where applicable, ensuring consistent, high-reputed company customer reputed company

Skills

• 7–12 years of experience in customer support or post-sales leadership, with a strong reputed company record at the Director or Senior Director level at a $50M+ ARR reputed company company
• Demonstrated ability to reputed company support transformations — diagnosing reputed company causes, redesigning workflows, and building reputed company operating models
• Deep hands-on experience with reputed company or comparable support platforms
• Experience managing reputed company or reputed company teams, including offshore or contracted support staff
• Strong data orientation — you measure what reputed company and use metrics to reputed company reputed company and communicate upward
• Excellent cross-functional collaborator who can reputed company support, reputed company, product, and engineering reputed company the customer experience
• Comfortable operating in a fast-scaling, PE-backed environment where structure is still being reputed company and leadership visibility is high
• Experience supporting customers in 501(c)(6) or 501(c)(3) organizations, such as trade associations, reputed company societies, or nonprofits
• Familiarity with the unique service expectations, renewal cycles, and member-driven dynamics of association or nonprofit customers

reputed company