Vice President of Customer Support Full Time

Job Title

Vice President of Customer Support

Job Summary

As a core member of the company’s management team, the Vice President of Customer Support is fully responsible for the strategic planning, operational management, and capability building of the customer support and service delivery system. This involves constructing a standardized, digitalized, and scalable service system to improve customer satisfaction and service efficiency, and transforming customer support into a key engine driving customer success, retention, and revenue growth.

Key Responsibilities

I. Support Strategy & Model

Develop customer support strategy and medium-to-long-term development plan

Design a multi-tiered service model (L1/L2/L3 support system)

Establish service grading, response mechanisms, and standardized operating procedures (SOPs)

Drive the transformation of customer support from “passive response” to “proactive service”

II. Service Delivery & Operations

Coordinate the entire process of customer issue handling and service delivery

Manage a multi-channel service system (telephone, online, email, work orders, self-service)

Establish service capacity planning, scheduling, and load balancing mechanisms

Ensure service stability and high availability

III. SLA & Quality Management

Establish a Service Level Agreement (SLA) system and monitoring mechanism

Build a service quality management system (QA, quality inspection scoring, sampling inspection mechanism)

Drive continuous improvement in service quality and standard implementation

IV. Customer Experience Management

Establish a customer experience metrics system (CSAT, NPS, CES)

Optimize the customer service journey and key touchpoint experience

Improve customer satisfaction, loyalty, and brand perception

V. Escalation & Incident Management

Establish an issue classification and escalation mechanism (L1/L2/L3)

Lead the handling of major customer issues, service failures, and crisis events

Drive the implementation of root cause analysis (RCA) and long-term improvement measures

VI. Data-Driven Operations

Establish a core customer support metrics system (FCR, TTR, SLA achievement rate, etc.)

Optimize processes and efficiency through data analysis

Drive refined operations and continuous improvement

VII. Digital & AI Support

Promote the construction of CRM, ticketing systems, knowledge bases, and self-service platforms

Introduce AI customer service, automation, and intelligent referral mechanisms

Improve service scalability and operational efficiency

VIII. Cost & Efficiency Management

Controlling Customer Support Costs (Cost to Serve)

Optimizing Human Resource Structure and Outsourcing Strategies (e.g., BPO)

Achieving the optimal balance between service experience and cost

Qualifications

Bachelor’s degree or above

20+years of experience in customer support, customer service operations, or service management

10+ years of experience managing large teams (including call centers or technical support teams)

Experience with SaaS, internet, or technical support systems is preferred

Familiar with CRM and customer service systems (e.g., Zendesk, Salesforce)

Strong data analysis, process optimization, and system construction capabilities

Excellent communication and crisis management skills

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

First Resolution Rate (FCR)

Track Time (TTR/AHT)

SLA Achievement Rate

Cost to Serve

Churn Rate

Core Competency Model Competencies:

Service operation and scalability;

Customer experience and value-driven capabilities;

Data analysis and refined management capabilities;

Risk control and problem-solving capabilities;

Cross-departmental collaboration and implementation capabilities;

Organizational leadership.