Vice President of Customer Operations

Join a forward-thinking company as Vice President of Customer Support in Canada, where you'll shape industry-leading customer experiences. This strategic role focuses on enhancing customer satisfaction through innovative support solutions.

In this executive leadership role, you'll manage the entire lifecycle of customer support, ensuring operational excellence and customer retention. Combining operational metrics with AI capabilities, you will enhance service quality and efficiency while collaborating with cross-functional teams. Your leadership will empower high-performing teams to deliver exceptional peer-reviewed support.

Key Responsibilities:

• Foster a high-performance customer support organization

• Manage service models, escalation frameworks, and objectives

• Ensure quality support across various channels for customers

• Optimize key metrics such as cost-to-serve and backlog

• Build scalable support models and expand service offerings

Requirements:

• 5+ years in customer support, 3 in senior roles within tech

• Experience with operational transformation and scaling

• Strong background in service management and improvement

• Proven analytical and leadership abilities

• Knowledge of ITIL or similar frameworks preferred

Drive operational transformation and customer engagement in this significant role.
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