Overview
Vice President of Customer Support Jobs in United States at Resolve Medical
Title: Vice President of Customer Support
Company: Resolve Medical
Location: United States
Vice President of Customer SupportLocation
United States (Remote / Hybrid Available)
Employment Type
Full-Time
About the Role
We are seeking a highly experienced and customer-focused Vice President of Customer Support to lead and scale our global customer support organization. This executive leadership role is responsible for developing customer support strategies, optimizing service operations, improving customer satisfaction, and ensuring exceptional customer experiences across all service channels.
The ideal candidate will be a strong operational leader with a passion for customer success, service excellence, and building high-performing support teams that drive long-term customer loyalty and business growth.
Key ResponsibilitiesStrategic Leadership
- Develop and execute the company’s customer support strategy and long-term service vision.
- Establish customer service standards, operational goals, and performance objectives.
- Align customer support initiatives with overall business priorities and customer experience strategies.
- Serve as a key advisor to executive leadership on customer-related insights, challenges, and opportunities.
Customer Support Operations
- Oversee all customer support functions, including phone, email, chat, ticketing systems, and self-service platforms.
- Ensure efficient handling and resolution of customer inquiries, complaints, and escalations.
- Develop scalable support processes, workflows, and service delivery models.
- Monitor and improve support performance metrics, including response times, resolution rates, customer satisfaction, and service quality.
Customer Experience & Retention
- Drive initiatives that enhance customer satisfaction, loyalty, and retention.
- Analyze customer feedback, support trends, and service performance data to identify improvement opportunities.
- Partner with Product, Sales, Marketing, and Operations teams to improve the overall customer journey.
- Advocate for customer needs throughout the organization.
Team Leadership & Development
- Recruit, mentor, and lead high-performing customer support leaders and teams.
- Develop workforce planning strategies, performance management programs, and employee development initiatives.
- Foster a customer-centric culture focused on accountability, collaboration, and continuous improvement.
- Promote employee engagement and leadership development within the support organization.
Process Improvement & Technology
- Implement and optimize customer support technologies, CRM platforms, and automation tools.
- Drive operational excellence through process improvement and workflow optimization.
- Ensure accurate reporting, analytics, and performance tracking across all support functions.
- Identify opportunities to improve efficiency while maintaining high service quality.
Qualifications
- Bachelor’s degree in Business Administration, Communications, Management, or a related field.
- Master’s degree preferred.
- 20+ years of progressive leadership experience in customer support, customer service, customer operations, or related functions.
- Proven success managing large-scale customer support organizations.
- Strong understanding of customer service operations, support technologies, and customer satisfaction strategies.
- Experience building and scaling customer support teams in fast-paced environments.
- Excellent leadership, communication, conflict resolution, and stakeholder management skills.
- Strong analytical and problem-solving abilities.
Preferred Skills
- Customer Support Strategy & Operations
- Customer Satisfaction & Retention Programs
- Service Quality Management
- Escalation Management
- Workforce Planning & Team Development
- Process Improvement & Operational Excellence
- Customer Analytics & Reporting
- CRM & Support Technology Management
- Cross-Functional Leadership
Preferred Platforms & Tools
- Salesforce Service Cloud
- Zendesk
- Freshdesk
- HubSpot
- Intercom
- Jira Service Management
- Five9
- Microsoft Dynamics 365
What We Offer
- Competitive executive compensation package
- Performance-based bonus opportunities
- Comprehensive health, dental, and vision benefits
- Flexible remote/hybrid work environment
- Leadership role with significant organizational impact
- Professional development and career growth opportunities
- Collaborative and customer-focused culture
Apply Now
We are seeking a visionary customer support executive who can build world-class support operations, strengthen customer relationships, and drive service excellence across the organization while contributing to long-term business success.