VP of Global Support

Job Description:

The Vice President of Support owns an integral part of Pluralsight’s customer experience and has direct responsibility for the global Support organization. You will oversee the strategy, operations and continuous improvement of our Support function, working closely with cross-functional teams to align the Support initiatives with Pluralsight objectives. And you will ensure our B2C and B2B customers receive world-class support, enhance customer satisfaction and help improve retention. This role reports to the EVP, Success and Services. 

Who you're committed to being: 

• An customer-centric data-driven leader committed to improving the Support function for a global organization with demonstrated abilities in working cross functionally to transform processes and fundamentally improve customer and business metrics

• A strategic thinker and operational guru, capable of understanding customer needs, developing strategies and executing solutions to address a variety of customer journeys. You embrace new technologies and methods, testing and experimenting is part of your playbook.

• Skilled in supporting customers of all sizes, including B2C, and B2B from SMB and Enterprise.

• You are committed to data-driven decision making and are familiar with Support KPIs and measurement methods related to customer satisfaction, customer experience and team productivity. Further, you are comfortable building and maintaining capacity plans, forecasts and budgets for a complex organization.

• A calm and pragmatic senior leader well versed in successfully managing customer escalations.

• A leader who understands customer urgency and quickly implements action plans, easily identifying when special measures are needed

• A natural collaborator, you partner with cross-functional teams and leaders to help achieve business goals.

• An outstanding communicator, you are authentic and inspire your teams to strive for excellence.

• You are an empathetic leader who puts people first. You coach and mentor, provide vision, leadership and guidance to your direct reports and the greater Global Support team at all levels.

What you’ll do:

• Develop a multi-year strategy, execution roadmap, priorities and investment plan to deliver proactive support vision, deflection and scale/productivity

• Define and manage all operational metrics for the organization from high-level KPIs to individual goals at all levels of the organization

• Implement best practices, continuous improvement, and innovative technologies to optimize support processes, improve service levels, increase customer satisfaction, reduce resolution times, and lower overall operating costs

• Drive the adoption of self-service tools and resources, empowering customers to resolve issues independently while ensuring high customer satisfaction

• Refine issue management processes and oversee the resolution of escalated customer issues, ensuring high-touch support for high-value customers

• Develop and maintain strong relationships with key customers. This includes escalation handling and customer interaction.

• Manage budget and drive capacity/headcount planning as well as identify needs and strategic investments required to improve service levels and customer experience.

• Collaborate effectively with other Pluralsight teams, particularly product and engineering, to identify and mitigate customer experience issues. 

Experience you’ll bring:

• Your years of experience as a Support leader of global teams across the full spectrum of business segments have prepared you for this role. You care deeply about efficiently aligning customer experience with business objectives.

• Proven track record of leading global support teams for both B2C and B2B customers, including managing and expanding the use of offshore capabilities.

• Strong understanding of SaaS, customer success strategies and the unique challenges of supporting a global customer base.

• Demonstrated experience in setting, executing and then evolving a complex customer support strategic plan.

• Strong knowledge of budgeting, capacity planning and forecasting for a global support function.

• Data-driven mindset with the ability to leverage analytics to drive decisions and improve processes.

• Strong problem solving skills,