Director of Customer Support

Director Of Customer Support

Crexendo VIP Services is looking for a Director of Customer Support to lead the teams that keep our VIP customers connected, confident, and successful on the VIP platform. This leader owns the day-to-day performance of VIP Support and sets the standard for a world class support experience across every tier and every channel.

We view support as a value driver, not a cost center. The right leader treats every interaction as a lever for retention, satisfaction, and account growth, and builds a premium, high touch experience that becomes a reason customers stay and expand with Crexendo VIP. This role does not operate in isolation. It works shoulder to shoulder with the Implementation and Onboarding teams, the Enablement teams, the Platform Operations teams, to make the customer journey seamless from the first day of onboarding through steady state operations.

The ideal leader is equal parts operator, coach, and customer advocate, brings an AI forward and data driven mindset, and favors durable process and platform fixes over short term workarounds.

• Set the strategy, structure, and operating model for VIP Support, and position the function as a driver of customer satisfaction, retention, and expansion.
• Design a tiered service model that includes a premium, concierge level experience for the highest value VIP accounts and critical services.
• Mature the organization over time, moving from ad hoc effort to a scalable, well documented service capability with clear ownership for every request.
• Benchmark against leading support organizations in UCaaS and SaaS, and continuously evolve the model toward better customer outcomes.

• Own service level performance, severity governance, and escalation orchestration across all support tiers, from frontline response through advanced engineering escalation.
• Serve as the senior escalation point for high priority, customer impacting incidents, driving unified communication and fast resolution.
• Establish and enforce the SOPs, playbooks, and runbooks that ensure a consistent, high quality service experience, informed by ITSM (IT Service Management) discipline.
• Build and maintain a knowledge centered service model and QA program that keeps support accurate, consistent, and scalable.
• Identify patterns across tickets and incidents, and lead proactive initiatives that reduce volume and recurrence at the source rather than absorbing repeat work with headcount.

This role is a connective hub across the VIP customer lifecycle. Success depends on tight partnership with the sibling departments and Engineering.

• Implementation and Onboarding: partner on a clean handoff from deployment to steady state support, feed field learnings back into the onboarding playbook, and reduce early life tickets through better day one readiness.
• Enablement: keep training material, knowledge base articles, and certification paths current, and surface the real world gaps agents hit so the content stays practical.
• Platform Operations: collaborate with PlatOPS on platform health, change awareness, incident coordination, and the feedback loop that turns recurring support signals into platform level fixes.
• Engineering and Product: monitor customer impacting defects, prioritize fixes, and carry the voice of the customer and root cause insight into roadmap and reliability discussions.

• Own the operational relationships with carriers and upstream vendors, including escalations, number and DID management, trunk group issues, and service quality.
• Manage support tooling and vendor relationships so the team has the systems and integrations it needs to operate efficiently, and hold vendors accountable to cost and performance.
• Represent VIP Support in partner facing escalation and process discussions, and shape joint support models with integration and channel partners.

• Champion an AI forward approach across VIP Support, making AI a default first step for triage, response drafting, knowledge surfacing, and root…