VP, Customer Support

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $200 000 - $245 000 / an

⏰ Temps Plein

🔴 Expert

💝 Support Client

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Transact Campus

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501 - 1000 employés

Grâce à des paiements transformateurs et des transactions et privilèges basés sur des identifiants, Transact s'associe à des institutions pour les aider à rendre l'expérience de leur campus axée sur le mobile, personnalisée et entièrement connectée.

Description

• Support Strategy & Performance • AI-Enabled Support Transformation • Leadership Team Development & Succession • Operational Excellence & Reporting • Cross-Functional Partnership • KEY AREAS OF FOCUS • Establish SLAs and Make Them Visible • Lead the AI Transformation in Support • Build the Leadership Team Support Deserves • Restore Operational Transparency • Be the Standard-Bearer for the Client Experience

🎯 Exigences

• Bachelor's degree in Business, Communications, Computer Science, or a related field, or equivalent professional experience • Master's degree or MBA (preferred) • 12+ years leading client support or service operations, with at least 5 years in a VP-level or senior director role managing large, distributed teams • Demonstrated experience serving clients in higher education, healthcare, corporate enterprises, or other complex, mission-critical environments • Proven track record implementing generative and agentic AI tools — including intelligent ticketing, virtual assistants, and automated triage — with measurable improvement in support efficiency, quality, and client satisfaction • Deep expertise in support best practices, including tiered service models, knowledge-centered service (KCS), omnichannel delivery, SLA management, and emerging AI-enabled support tools • Exceptional coaching and mentoring skills with a track record of developing leaders at all levels, including managing through organizational change and addressing underperformance directly • Strong data orientation — able to build and use reporting infrastructure to manage operations and communicate performance to executive leadership • Executive presence and communication skills to represent client perspectives with authority across the organization • Experience with SaaS or enterprise technology platforms in higher education or healthcare • Familiarity with FERPA, HIPAA, or relevant compliance frameworks • Certifications in customer experience or service management (e.g., ITIL, HDI) • Experience leading support organizations through post-merger integration

🏖️ Avantages

• Flexible time off including paid holidays and volunteer time • Robust health, dental, and vision insurance plans on your first day of employment • Comprehensive employee assistance program (EAP) • Employer-paid life insurance, AD&D, short-term and long-term disability insurance • Flexible spending account (FSA) or health savings account (HSA) • Matched 401(k) • Employee stock purchase plan