VP, Customer Support
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Vice President of Client Support at Illumia responsible for building a unified customer support function. Leading AI transformation and ensuring exceptional service quality across all customer interactions.
Responsibilities:
- Support Strategy & Performance
- AI-Enabled Support Transformation
- Leadership Team Development & Succession
- Operational Excellence & Reporting
- Cross-Functional Partnership
- KEY AREAS OF FOCUS
- Establish SLAs and Make Them Visible
- Lead the AI Transformation in Support
- Build the Leadership Team Support Deserves
- Restore Operational Transparency
- Be the Standard-Bearer for the Client Experience
Requirements:
- Bachelor's degree in Business, Communications, Computer Science, or a related field, or equivalent professional experience
- Master's degree or MBA (preferred)
- 12+ years leading client support or service operations, with at least 5 years in a VP-level or senior director role managing large, distributed teams
- Demonstrated experience serving clients in higher education, healthcare, corporate enterprises, or other complex, mission-critical environments
- Proven track record implementing generative and agentic AI tools — including intelligent ticketing, virtual assistants, and automated triage — with measurable improvement in support efficiency, quality, and client satisfaction
- Deep expertise in support best practices, including tiered service models, knowledge-centered service (KCS), omnichannel delivery, SLA management, and emerging AI-enabled support tools
- Exceptional coaching and mentoring skills with a track record of developing leaders at all levels, including managing through organizational change and addressing underperformance directly
- Strong data orientation — able to build and use reporting infrastructure to manage operations and communicate performance to executive leadership
- Executive presence and communication skills to represent client perspectives with authority across the organization
- Experience with SaaS or enterprise technology platforms in higher education or healthcare
- Familiarity with FERPA, HIPAA, or relevant compliance frameworks
- Certifications in customer experience or service management (e.g., ITIL, HDI)
- Experience leading support organizations through post-merger integration
Benefits:
- Flexible time off including paid holidays and volunteer time
- Robust health, dental, and vision insurance plans on your first day of employment
- Comprehensive employee assistance program (EAP)
- Employer-paid life insurance, AD&D, short-term and long-term disability insurance
- Flexible spending account (FSA) or health savings account (HSA)
- Matched 401(k)
- Employee stock purchase plan
Similar Jobs
Customer Support Representative, Part-Time
Customer Support Representative providing customer assistance at fast-growing fintech startup Clair. Engaging users through multiple communication channels to enhance their experience and understanding of financial products.
Cust Svc Support Rep, Client
Client Customer Service Support Representative at Labcorp managing client inquiries and claims efficiently. Ensuring world-class customer experience through effective communication and documentation.
Customer Care Representative – Producer/Agent P&C
Customer Care Representative handling inquiries and insurance policy needs at Farmers. Delivering exceptional customer service remotely in a high-performance culture.
ERP Support Specialist
ERP Support Specialist managing ERP/MRP systems for Hamilton Medical. Overseeing end-user support, system enhancements, and project coordination in a fully remote role.
Customer Service Representative – MyRepChat
Customer Service Representative assisting clients via calls and emails. Supporting financial professionals through web-based texting application services in a remote setup.
Commercial Insurance Sales Customer Service Representative
Customer Service Representative assisting commercial insurance clients via phone and digital channels. Upselling relevant products and coordinating with internal teams for service improvement.
Customer Service Representative
Customer Service Representative supporting healthcare operations in the US. Responsible for scheduling and customer service roles while working remotely from the Philippines.
Insurance Customer Service Representative
Insurance Customer Service Representative handling client communications and policy servicing for a commercial insurance agency. Focused on supporting contractors and SMB clients with insurance operations.
Customer Service Representative
Customer Service Representative receiving emergency and non-emergency phone calls remotely. Entering data and coordinating with drivers for timely service and customer satisfaction.
Customer Support Associate
Customer Support Associate at Cengage Group handling inquiries via phone, email, and chat. Focused on providing exceptional service and resolving customer issues.
Supplier Support Representative, German Language
Supplier Support Representative consulting with clients' supply chains for Assent's sustainability solutions in Germany. Engaging with suppliers to ensure compliance and obtain necessary information.
Head of Customer Support
Head of Support at Mercuryo, a fintech redefining finance with AI and decentralized finance, driving customer experience strategy and operations.
Customer Experience Workforce Management Director
Directs workforce planning and strategy at Gainwell Technologies, optimizing staffing across channels and ensuring service level adherence. Leads a WFM team and collaborates with cross-functional partners for operational efficiency.
Customer Support Technical Lead – FACTS Synchronous Condenser
Technical leader for customer support of HVDC & FACTS systems at GE Vernova. Leading technical contracts and maintaining high satisfaction levels across projects.
Customer Support Specialist
Customer Experience & E-commerce Coordinator managing customer inquiries and e-commerce operations for Marsupial Papers. Providing high-quality service and assisting with social media and operational tasks in a creative environment.
Asesor Atención al Cliente – Sueldo Fijo, Bonos
Customer Service Representative handling customer inquiries and support. 100% remote position for a leading telecommunications BPO in Peru.
Bilingual Customer Support Specialist – Part-Time, Evenings & Weekends
Bilingual Customer Support Specialist providing timely assistance to merchants during evenings and weekends for payment solutions. Monitoring issues and facilitating escalation with internal teams for solutions.
Customer Service Representative, French-speaking
Customer Service Representative at Oze, supporting small businesses across different regions in Africa. Delivering consultative support via phone, email, and chat, fostering relationships with users.
Customer Service Representative – Concierge Service Team
Customer Service Representative assisting patients with fertility coordination at Freedom Fertility. Collaborating with healthcare professionals to ensure effective communication and patient satisfaction.
Customer Support Engineer I – Dedicated Weekend Shift
Customer Support Engineer delivering remote technical support for internal and external clients at FICO. Collaborating with teams to resolve product and infrastructure issues effectively and improve customer experience.