Vice President – Client Support
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Job Description
Leading client support for Xplor Technologies with a focus on customer experience and operational excellence. You'll drive initiatives across a global team in a fast-paced environment.
Responsibilities:
- Reporting into the President of Recreation, you will work with our Customer Support teams.
- Lead a multi-functional, global team focused on delivering exceptional customer experiences.
- Champion customer-centric service design across all channels (chat, email, voice).
- Lead strategy development, including frameworks, metrics, and feedback loops.
- Collaborate with Product, Engineering, and Commercial teams to embed customer experience into service delivery models.
- Drive continuous improvement through VOC insights, CSAT/NPS tracking, and root cause analysis.
- Manage global partnerships, ensuring alignment with service standards and cost models.
- Lead performance reviews, contract negotiations, and strategic planning.
- Implement governance frameworks to monitor quality, compliance, and operational efficiency.
- Drive transformation initiatives, including location strategy and contractor transitions.
- Partner with senior stakeholders in Engineering, HR, Product, and Commercial.
- Represent Customer Support in strategic forums and transformation programs.
- Foster a culture of accountability, innovation, and continuous improvement.
Requirements:
- Minimum of 10 years of progressive experience in client support, customer success, or related leadership roles.
- Proven leadership in operations, customer experience, and training strategy.
- Strong analytical skills with ability to interpret data and drive decisions.
- Excellent communication, stakeholder engagement, and change management capabilities.
- Familiarity with tools like Salesforce, JIRA, Zendesk, and AI-driven support platforms.
- Ability to persuade and influence stakeholders at all levels and push forward improvements.
- Ability to maintain personal resilience in pressurized or stressful situations.
- Ability to effectively present business improvements that are understandable, engaging, and influential.
- Extensive experience in managing workforce management teams and tools.
- Excellent leadership skills with a strong track-record of successfully leading teams.
- Able to prioritize and manage workload effectively and meet specified deadlines.
- Excels at identifying problems and providing appropriate solutions.
- Proactive, self-motivated learner with a strong drive to achieve personal goals.
Benefits:
- Health insurance
- Professional development
- Flexible work arrangements
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