Vice President, Customer Service and Technical Support

Job Description

Vice President, Customer Service and Technical Support 

The Vice President of Customer Service and Technical Support will spearhead our global, multi-channel support organization, dedicated to delivering exceptional experiences to our customers worldwide. The VP plays a pivotal role in portraying our company as a leader in customer service. The ideal candidate will have experience in leading a successful global support and service organization, have an innovative problem-solving streak, and be passionate about customer success. This role reports to the SVP of Global Customer Experience (CX) and a key peer member of the leadership team driving all the post-purchase customer experiences (Customer Success, Professional Services, Renewals, CX Ops and Continous Improvement, and CX Strategy and Innovation) . 

Key Responsibilities

Global Service Strategy and Delivery: Manage the strategy and delivery of high-quality customer service with defined service levels, including 24/7 response and resolution within designated customer segments, and languages.

Team Management: Lead a global team of approximately 500 Customer Advocates delivering our base technical support, paid-for technical support, and non-product customer service, including escalation management.

Customer Relationship: Build and maintain strong customer relationships across all segments, from SMB to Enterprise.

Strategy for digital experiences to scale:  Partner with stakeholder groups to design and implement a best-in-class customer self-serve digital experience, leveraging the full power of generative AI, that enables customers a low-friction experience while enabling scale and improved employee experience.

Monetized Technical Support Delivery: Drive the value proposition, delivery and P&L of our rapidly expanding paid-for support offerings, catering to our Commercial and Midmarket customers as well as a higher touch experience for our biggest Enterprise customers with designated premier support teams.

Innovation: Utilize all the latest best practice methodology to ensure continuous improvement establishing scalable process, workflows, and automation to provide customers in all segments with highly effective, low-friction, responsive support, ensuring the highest standards of quality in all customer interactions in our journey to be the “Gold Standard” and the best practice playbook for how our largest customers should leverage the full power of Zendesk.

Zendesk on Zendesk:  Oversee a center of excellence mindset to assuring a tight bi-directional partnership with the Product organization, including leveraging the full power of Zendesk’s latest capabilities along with best practice implementation and providing the “voice of the customer” key themes, patterns that require upstream solutions to eliminate unnecessary demand. We will leverage this center of excellence as the playbook for best practice Enterprise company implementation of Zendesk as we move upmarket.

Mentorship: Hire, develop, and mentor support team members to senior leaders, fostering a culture of excellence and exceptional customer experiences.

Collaboration: Network and build relationships with other strategic leaders in the Customer Experience organization and collaborate with key stakeholders in Product, Marketing and Sales (GTM) to deliver the best possible service experience to customers.

Required Skills and Experience

Leadership: Demonstrated capability to lead change and constantly improve processes while bringing your team along for the journey. Proven track record of developing people and managing high-performing teams.

Strategic Thinking: Ability to lead and innovate in a fast-paced environment. A visionary who can draw from best practices from larger organizations while thriving in agile environments.

Communication: Exceptional ability to interface and maintain effective relationships with all levels of employees in a team-oriented environment.

Problem-Solving: A forward-thinking mindset, attracted to tackling ambiguous and unsolved problems with a "make it happen" attitude.

Work Ethic: A results-oriented approach, with a tireless work ethic and the emotional intelligence to know when to push harder and how to “influence” key stakeholders we depend on to achieve a Customer-first mindset across the company.

Culture Building: Innate ability to create a sense of trust, and a positive culture across all aspects of the business, energizing people and teams, and establishing cross-functional cooperation.

Our ideal candidate embodies the key leadership qualities of our ICONIC leadership framework (Innovate, Collaborate, Operate, Navigate, Inspire, and Champion) and possesses a "whatever it takes" attitude to drive successful business outcomes. They should be positive, driven, and energetic, ready to roll up