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VP Customer Support

  • Location:

    Singapore

  • Sector:

    Digital/Data/Tech

  • Job type:

    Permanent

  • Job ref:

    3437826

  • Published:

    9 days ago

  • Salary range:

    15000 - 20000

  • Expiry date:

    2022-06-06

You would be reporting to the CEO. As the VP of Customer Support, you will lead the customer support team that helps enterprise clients solve their issues.  
Ultimately, you will own the end-to-end customer experience since they become a client, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction. 
You’ll be a key voice for the customer within the business, creating visibility into emerging challenges, continually optimizing our team and processes, and managing a high performing team. 
 
Responsibilities:
 
  • Implement and maintain an excellent level of customer service for the growing clientele in CPaaS, UCaaS, and CCaaS use-cases. 
  • Conduct regular account reviews & check-ins with emerging accounts, driving feature usage and helping the customer maximize value from their solutions. 
  • Collaborate with marketing to create both people-centric and technology-centric processes for customer engagement. 
  • Drive higher product usage and engagement, supporting more successful outcomes 
  • Identify customer growth opportunities and shape the programmes to increase business value 
  • Take a hands-on role resolving problems for key clients, managing at both the account and final escalation path levels. 
  • Manage a Philippines-based support team. 
  • Define, document, and implement processes to improve the team’s efficiency, morale, and SLA fulfilment. 
  • Create and maintain regular management KPI reporting and commentary along key support metrics to drive visibility and action across the business. 
  • Be a key voice for the customer with internal stakeholders. 
  • Become a subject matter expert in full suite of B2B communication services. 
  • Key KPI will include account retention, CSAT, NPS, feature adoption, SLA metrics. 
Job requirements:
 
  • Has 8+ years of demonstrated experience in building, developing, and managing a B2B SaaS Customer Support function which delivered high satisfaction
  • Have strong leadership, communication, and organisation capabilities. Able to recruit, manage and retain a high-performance support team.
  • Be an excellent communicator, able to persuade & influence at C-Level.
  • Proven experience leading customer success, account management or professional services through growth.
  • Be intimately familiar with best practices in structuring support teams (e.g. triage, escalation paths, monitoring) and supporting technologies (we use FreshService).
  • Telco background is a huge plus.