We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
VP Customer Experience & Customer Support
Location
United States
Posted
2 days ago
Salary
$175K - $190K / year
No structured requirement data.
Job Description
Role Description
This senior leadership role is responsible for defining, elevating, and operationalizing the end-to-end customer experience. The VP oversees both customer support operations and proactive customer success teams, ensuring consistency, efficiency, and a customer-centric culture across the organization. This position drives initiatives that improve satisfaction, reduce friction, and foster collaboration across departments while using data and feedback to inform strategy. You will lead journey mapping, implement tools and processes, and coach teams to deliver exceptional service. The role requires hands-on leadership, strategic thinking, and the ability to influence cross-functional teams while maintaining a focus on customer outcomes.
- Define the desired customer experience and ensure alignment across all touchpoints.
- Lead customer journey mapping to identify pain points and opportunities for improvement based on data and feedback.
- Oversee day-to-day operations of customer support and proactive success teams, ensuring timely and empathetic service.
- Establish service standards, SLAs, and performance metrics, tracking key CX and support KPIs (CSAT, NPS, CES, FCR, churn, etc.).
- Implement processes, tools, and training programs to improve efficiency, quality, and customer satisfaction.
- Collaborate with product, engineering, marketing, and sales teams to address complex issues and align messaging with customer expectations.
- Conduct root cause analysis for recurring issues and drive cross-functional solutions to enhance the overall customer experience.
Qualifications
- Bachelor’s degree required; advanced education a plus.
- Minimum 10 years of experience in customer success and/or customer support leadership, preferably in educational publishing or technology.
- Strong analytical skills with the ability to translate data, trends, and metrics into actionable insights.
- Expertise in customer experience frameworks, journey mapping, and service design.
- Proven record of cross-functional collaboration and stakeholder management.
- Experience managing, coaching, and developing high-performing teams.
- Proficiency with support platforms and CX tools; Salesforce preferred.
- Exceptional verbal and written communication, interpersonal, and leadership skills.
Benefits
- Competitive salary range of $175,000 to $190,000 annually.
- Flexible remote work environment with support for home office setup.
- Comprehensive health, dental, and vision coverage.
- Paid time off, holidays, and professional development opportunities.
- Opportunities to contribute to mission-driven work impacting student literacy outcomes.
- Collaborative, innovative, and high-impact work culture.
Company Description
Job Requirements
- Bachelor’s degree required; advanced education a plus.
- Minimum 10 years of experience in customer success and/or customer support leadership, preferably in educational publishing or technology.
- Strong analytical skills with the ability to translate data, trends, and metrics into actionable insights.
- Expertise in customer experience frameworks, journey mapping, and service design.
- Proven record of cross-functional collaboration and stakeholder management.
- Experience managing, coaching, and developing high-performing teams.
- Proficiency with support platforms and CX tools; Salesforce preferred.
- Exceptional verbal and written communication, interpersonal, and leadership skills.
Benefits
- Competitive salary range of $175,000 to $190,000 annually.
- Flexible remote work environment with support for home office setup.
- Comprehensive health, dental, and vision coverage.
- Paid time off, holidays, and professional development opportunities.
- Opportunities to contribute to mission-driven work impacting student literacy outcomes.
- Collaborative, innovative, and high-impact work culture.
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