VP, Support

🔥 0 minutes ago

🌲 North Carolina, Texas – Remote

🌲 North Carolina – Remote 🤠 Texas – Remote

⏰ Full Time

🔴 Lead

👔 Vice President

🦅 H1B Visa Sponsor

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Allbridge

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2004

🏥 Healthcare

🏨 Hospitality

🏗️ Construction

Healthcare • Hospitality • Construction

Allbridge is your trusted partner for property technology solutions, focusing on enhancing user experiences across hospitality, mixed-use, multifamily, and senior living properties. They provide a comprehensive range of services that streamline planning, engineering, and support for technology systems, ensuring accountability and seamless operations throughout the property lifecycle. With a commitment to improving connectivity, entertainment, security, and communication for residents and guests, Allbridge aims to maximize property value and project efficiency, serving as a single partner for all technology-related needs in real estate.

📋 Description

• Set the global vision and roadmap for technical support operations aligned with company growth goals • Represent the voice of the customer across product, engineering, and sales teams to address recurring technical bugs • Define and own the executive customer escalation management process • Lead rapid resolution of critical customer issues through cross-functional alignment, proactive communication, risk mitigation, and resolution • Identify operational efficiencies and improvements across support workflows, tools, and AI/automation • Improve team efficiency, reduce response times, and increase customer satisfaction • Mentor support leaders, build career paths, and foster a high-performing, inclusive culture • Partner with product management and engineering to prioritize bug fixes and feature requests using customer impact data • Lead hospitality brand compliance reporting management and establish governance frameworks • Ensure reporting accuracy and brand adherence • Manage department operating budget, software tool licensing costs, and internal and outsourced staffing models • Ensure minimum annual productivity levels are measured and achieved • Deliver hospitality brand compliance and support reporting • Participate in special projects and company initiatives as assigned • Manage KPIs including NPS, support-related churn, outsourced partner SLAs, staffing coverage, productivity, proactive monitoring, service costs, warranty margin, and T&M revenue forecasting and margin

🎯 Requirements

• Successful completion of a bachelor’s degree from an accredited university (or international equivalent) • Minimum of 7 years of customer support roles with increasing leadership responsibilities • At least 7 years of experience in Managed Services, Data-Networking, Voice and Video • Ability to work effectively as a leader in a fast-paced, high-volume work environment • Technical and/or professional proficiency in call center operations • Excellent written and verbal communication skills, both technically and interpersonally • Demonstrated aptitude and willingness to learn and gain proficiency • Ability to understand and apply company resources in accordance with company policy, standards, and best practices • High sense of urgency, professionalism, integrity, collaboration, and ethics • Intermediate to advanced PC skills • Ability to operate effectively within Windows Operating System and Windows-based programs including Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project • Intermediate-level Salesforce and NetSuite experience preferred • Must be able to travel as needed up to 10%

🏖️ Benefits

• Medical and Prescription options • Dental, Orthodontics and Vision Plans • Rich HSA company-funded options • Flexible Spending accounts • 100% Company paid premiums for Short Term Disability • Life and Accidental Death and Dismemberment insurance plan options • Supplemental Insurance Plan options • 401(k) Profit-Sharing Retirement plan • Flexible Paid Time Off after 60 days of employment • Paid Holidays, per Employee Handbook • Great workplace culture that embodies our values