Vice President of Customer Support

Job Summary

Leading the customer support organization, the full-time Vice President of Customer Support will set the strategy for the operating model, policies, and team structure while managing a team of over 100, both internal and outsourced, in a remote-first environment.

Key responsibilities

• Establish the strategy and operating model for customer support across all product lines
• Develop an integrated operating model for AI and human agents to enhance customer interactions
• Collaborate with cross-functional teams to drive changes in customer-facing policies and support channels

Required qualifications

• Proven experience in a VP-level customer support role within a multi-product consumer business
• Strong understanding of modern support tools and AI applications in customer service
• Demonstrated ability to evolve a customer support organization over time
• Experience in a regulated consumer privacy-focused support environment is a plus
• Ability to analyze support economics and drive efficiency while enhancing customer experience