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VP of Customer Support

Company: Healthcare/Hospitals/Clinics, Boston, MA
Location: Boston
Posted on: March 18, 2019

Job Description:

Brief Overview:

The Vice President, Customer Support will play a critical role in the Customer Support department. Specifically, the Vice President, Customer Support will have many years of experience managing progressive customer service operations. S/he will be able to develop the vision and lead the tactical execution behind a customer service organization going through a period of very fast growth. A strong candidate for this position will have experience with running metrics driven contact centers bit for end user Level 1 Support and L2 escalation team. This executive will also have demonstrated a strong appreciation of the financial and service level trade-offs that come with standardization, automation, and specialization.

Job Description Managing, developing and building out leadership within our existing customer support teams including inside advocate operations, risk assessment and post-sale operations. Setting high-level strategic direction and driving tactical execution for inside customer support operations, including: Overseeing the growth and evolution of our L1 & L2 contact-centers Implementing processes and procedures to preserve service and operating quality throughout rapid sales, end user volume and headcount growth Creating standards and controls that ensure consistency in customer service and experience from one transaction to the next Leading development of organizational infrastructure to improve scalability of operations Allocating and prioritizing resources among inside customer support and constituents Managing performance against departmental & corporate KPIs Applying broad knowledge of leading practices, business challenges, and consumer business models to identify trends, competitive advantages, pain points and risks to create perspective in the area of Customer Experience and to help drive loyalty and retention. Representing the voice of the customer and the needs and constraints of inside advocate operations in executive and cross-functional discussions Working cross-functionally with department leaders to proactively drive process improvements, ensure approved plans are implemented and communicate relevant changes with all stakeholders Analytical and data driven approach to problem solving and developing strategy Other duties as assigned Qualifications Bachelor’s Degree in Business Administration, Economics, Finance, or related field of study required 10+ years leading a large-scale customer service organization at a well-regarded brand, preferably with both a physical and phone/online support component Extensive Experience with web&mobile application software support Experience at a high growth company with distributed operations Analytical thinker with strong troubleshooting skills and the ability to think systematically Demonstrated success scaling an operation while elevating the customer experience Seasoned people leader with experience developing mid-level managers and directors Demonstrated track record of sales and operations success as a P&L owner Excellent interpersonal and customer service skills Comfortable understanding and explaining software products to diverse audiences High energy level, enthusiastic, and eager to do what is necessary to be successful Excellent verbal and written communication skills Willing to work unpredictable hours and work against tight deadlines Experience with Salesforce preferred

Keywords: Healthcare/Hospitals/Clinics, Boston, MA, Boston , VP of Customer Support, Executive , Boston, Massachusetts

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