VP, Support
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Job Description
VP leading scalable technical support operations for Allbridge’s connected technology solutions across hospitality and high-density properties. Driving customer advocacy, escalations, operational excellence, and support financial performance.
Responsibilities:
- Set the global vision and roadmap for technical support operations aligned with company growth goals
- Represent the voice of the customer across product, engineering, and sales teams to address recurring technical bugs
- Define and own the executive customer escalation management process
- Lead rapid resolution of critical customer issues through cross-functional alignment, proactive communication, risk mitigation, and resolution
- Identify operational efficiencies and improvements across support workflows, tools, and AI/automation
- Improve team efficiency, reduce response times, and increase customer satisfaction
- Mentor support leaders, build career paths, and foster a high-performing, inclusive culture
- Partner with product management and engineering to prioritize bug fixes and feature requests using customer impact data
- Lead hospitality brand compliance reporting management and establish governance frameworks
- Ensure reporting accuracy and brand adherence
- Manage department operating budget, software tool licensing costs, and internal and outsourced staffing models
- Ensure minimum annual productivity levels are measured and achieved
- Deliver hospitality brand compliance and support reporting
- Participate in special projects and company initiatives as assigned
- Manage KPIs including NPS, support-related churn, outsourced partner SLAs, staffing coverage, productivity, proactive monitoring, service costs, warranty margin, and T&M revenue forecasting and margin
Requirements:
- Successful completion of a bachelor’s degree from an accredited university (or international equivalent)
- Minimum of 7 years of customer support roles with increasing leadership responsibilities
- At least 7 years of experience in Managed Services, Data-Networking, Voice and Video
- Ability to work effectively as a leader in a fast-paced, high-volume work environment
- Technical and/or professional proficiency in call center operations
- Excellent written and verbal communication skills, both technically and interpersonally
- Demonstrated aptitude and willingness to learn and gain proficiency
- Ability to understand and apply company resources in accordance with company policy, standards, and best practices
- High sense of urgency, professionalism, integrity, collaboration, and ethics
- Intermediate to advanced PC skills
- Ability to operate effectively within Windows Operating System and Windows-based programs including Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project
- Intermediate-level Salesforce and NetSuite experience preferred
- Must be able to travel as needed up to 10%
Benefits:
- Medical and Prescription options
- Dental, Orthodontics and Vision Plans
- Rich HSA company-funded options
- Flexible Spending accounts
- 100% Company paid premiums for Short Term Disability
- Life and Accidental Death and Dismemberment insurance plan options
- Supplemental Insurance Plan options
- 401(k) Profit-Sharing Retirement plan
- Flexible Paid Time Off after 60 days of employment
- Paid Holidays, per Employee Handbook
- Great workplace culture that embodies our values
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