VP, Support

This is a fully remote position, open to applicants in North Carolina, +1 more state.

📋 Description

• Establish the global vision and strategic roadmap for technical support operations that align with the company's growth objectives.

• Serve as the voice of the customer within product, engineering, and sales teams to address persistent technical issues.

• Define and oversee the executive customer escalation management process.

• Drive the swift resolution of critical customer issues through cross-functional collaboration, proactive communication, risk management, and resolution efforts.

• Identify and implement operational efficiencies and enhancements across support workflows, tools, and AI/automation.

• Enhance team efficiency, minimize response times, and elevate customer satisfaction.

• Mentor support leaders, create career development pathways, and cultivate a high-performing, inclusive culture.

• Collaborate with product management and engineering to prioritize bug fixes and feature requests based on customer impact data.

• Oversee hospitality brand compliance reporting and establish governance frameworks.

• Ensure accuracy in reporting and adherence to brand standards.

• Manage the department's operating budget, software licensing costs, and staffing models, both internal and outsourced.

• Ensure that minimum annual productivity levels are both measured and met.

• Deliver reports on hospitality brand compliance and support metrics.

• Engage in special projects and company initiatives as assigned.

• Manage key performance indicators (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 institution (or international equivalent).

• A minimum of 7 years of experience in customer support roles with progressive leadership responsibilities.

• At least 7 years of experience in Managed Services, Data Networking, Voice, and Video.

• Proven ability to lead effectively in a fast-paced, high-volume work environment.

• Technical and/or professional proficiency in call center operations.

• Exceptional written and verbal communication skills, both technical and interpersonal.

• Demonstrated aptitude and willingness to learn and gain proficiency.

• Ability to comprehend and apply company resources in alignment with company policies, standards, and best practices.

• Strong sense of urgency, professionalism, integrity, collaboration, and ethics.

• Intermediate to advanced skills in PC applications.

• Capacity to operate effectively within the Windows Operating System and Windows-based applications including Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project.

• Intermediate-level experience with Salesforce and NetSuite is preferred.

• Must be willing to travel as necessary, up to 10% of the time.

🏝️ Benefits

• Medical and Prescription options.

• Dental, Orthodontics, and Vision Plans.

• Generous HSA company-funded options.

• Flexible Spending accounts.

• 100% Company paid premiums for Short Term Disability.

• Options for Life and Accidental Death and Dismemberment insurance plans.

• Supplemental Insurance Plan options.

• 401(k) Profit-Sharing Retirement plan.

• Flexible Paid Time Off after 60 days of employment.

• Paid Holidays as outlined in the Employee Handbook.

• A vibrant workplace culture that reflects our core values.