Vice President of Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Recruit and train all customer care and concierge team members to deliver exceptional service.

• Spearhead the implementation of the comprehensive post-sale customer experience strategy in collaboration with the COO.

• Manage and enhance all customer-facing support functions, including Customer Care, Concierge, Technical Support, QA/Training, and Retention.

• Develop and uphold the CX operating model, which includes SLAs, escalation frameworks, and service standards.

• Act as a cross-functional collaborator, advocating for a customer-centric focus across Sales, Product, Operations, and vendor interactions.

• Lead the customer retention strategy, encompassing SMB-targeted initiatives, proactive outreach, and lifecycle engagement programs.

• Oversee the customer communication strategy throughout support functions to enhance loyalty, transparency, and retention.

• Define, monitor, and ensure accountability for essential CX KPIs, including retention, CSAT (≥90%), NPS (≥40), response/resolution time, and cost-to-serve.

• Direct data-driven enhancements and operational efficiencies, including CRM and telephony optimization, automation, and service scalability.

• Propel the future-state service model, which includes multi-channel support, knowledge management, workforce planning, and proactive engagement strategies.

• Manage budgeting, capacity planning, and cost management for the CX organization.

• Represent the voice of the customer, shaping cross-functional priorities and driving product enhancements.

• Build and lead a strong CX leadership team, promoting accountability, performance, and a customer-first culture.

• Provide regular updates on CX performance, risks, and initiatives in alignment with COO objectives.

• Supervise a team of 4-6 direct reports, with the responsibility of scaling the multi-layer organization over time.

⛳️ Requirements

• Bachelor’s degree in a relevant field or equivalent professional experience.

• 10–15+ years of experience leading customer experience or support organizations.

• 10–15+ years of experience managing multi-layer teams, including Directors or equivalent leaders.

• Demonstrated ability to scale customer-facing operations across various channels and customer segments in B2B settings.

• Extensive knowledge of multi-channel support models, including chat and digital channels.

• Proficiency in establishing and overseeing service level agreements (SLAs).

• Proven success in driving customer retention and minimizing churn through proactive and reactive strategies.

• Strong leadership and communication skills, with the capability to influence cross-functional teams.

• Proven ability to function in a fast-paced, dynamic environment and adapt priorities as necessary.

• Record of delivering high-quality customer service and enhancing customer satisfaction.

• Experience managing both onsite and remote support teams.

• Ability to lead teams with diverse skill sets and levels of experience.

• Competence in delivering effective presentations to senior leadership.

• Willingness to travel (~5-10%), typically 2-3 days every other month.

🏝️ Benefits

• Competitive Medical Health Plans, Low, Mid, High.

• Employer Paid Low Medical Plan for Employee & Dependents (HSA Eligible)

• Employer Paid Dental & Vision for Employee

• Employer Paid Life Insurance for Employee

• Employer Paid Long-term Disability for Employee

• Employer Paid Hospital Confinement for Employee ~ (If enrolled in Medical)

• + Voluntary Supplemental Insurance Coverage Options

• 15 days PTO & 7 Sick Days Annually

• 10 Fixed Paid Holidays Off Annually

• 401(k) Matching up to 3%