Job Title: Vice President of Customer Service and Technical Support

Contract Type: Full time

Location: 100% onsite - Tamarac, FL

The Vice President of Customer Service and Technical Support will play a pivotal role in ensuring exceptional customer experiences and seamless technical support operations. You will be responsible for leading a team dedicated to delivering high-quality customer service and technical assistance, driving customer satisfaction, and fostering a customer-centric first culture within the organization.

· Develop and execute strategies to enhance customer service and technical support operations, aligning with the company's overall goals and objectives.

· Provide visionary leadership to the customer service and technical support teams, fostering a culture of excellence, innovation, and continuous improvement.

· Establish key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of customer service and technical support functions.

· Collaborate with cross-functional teams, including product development, sales, and marketing, to ensure alignment and integration of customer feedback and insights into product/service improvements.

· Recruit, train, mentor, and motivate a high-performing team of customer service representatives, technical support specialists, and managers.

· Set clear performance expectations, provide regular feedback, and conduct performance evaluations to drive individual and team success.

· Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement.

· Develop career growth opportunities and succession plans to retain top talent and build a strong pipeline of future leaders.

· Champion the voice of the customer within the organization, advocating for customer-centric policies, processes, and initiatives.

· Implement best practices for customer service excellence, including effective communication, problem-solving, and conflict resolution strategies.

· Monitor customer satisfaction metrics and feedback channels to identify trends, issues, and opportunities for improvement.

· Lead initiatives to continuously improve the customer experience across all touchpoints, from pre-sales inquiries to post-sales support and beyond.

· Oversee the technical support function, ensuring timely and effective resolution of customer inquiries, technical issues, and escalations.

· Develop and maintain knowledge bases, documentation, and self-service resources to empower customers and support agents with accurate and up-to-date information.

· Collaborate with IT and product teams to prioritize and escalate technical issues, bugs, and feature requests, driving timely resolution and product enhancements.

· Implement incident management processes and service level agreements (SLAs) to meet or exceed customer expectations for uptime, responsiveness, and resolution times.

· Drive a culture of continuous improvement and innovation within the customer service and technical support teams, encouraging proactive problem-solving and creative solutions.

· Stay abreast of industry trends, emerging technologies, and best practices in customer service and technical support, leveraging insights to drive innovation and operational excellence.

· Lead or participate in cross-functional projects and initiatives aimed at streamlining processes, optimizing resources, and enhancing the overall customer experience.

· Ability to travel as needed.

Other duties as assigned.

Bachelor's degree in business administration, management, or a related field (master’s degree preferred).

· Proven experience 7-10 years in a leadership role overseeing customer service and technical support operations, preferably in a technology-driven industry.

· Strong understanding of customer service principles, practices, and technologies, including CRM systems, ticketing platforms, and contact center solutions.

· Excellent communication skills, both verbal and written, with the ability to articulate complex technical concepts in a clear and concise manner.

· Demonstrated ability to build, develop, and motivate high-performing teams, fostering a culture of accountability, collaboration, and continuous learning.

· Strategic thinker with a track record of developing and executing customer-centric strategies that drive business results and improve customer satisfaction.

· Analytical mindset with the ability to leverage data and metrics to measure performance, identify trends, and make data-driven decisions.

· Strong project management skills, with the ability to prioritize competing demands, manage resources effectively, and deliver results within established timelines.

· Customer-focused mindset with a passion for delivering exceptional customer experiences and driving customer loyalty and advocacy.