Vice President of Customer Service

Role Description The Vice President of Customer Service is a full-time, remote leadership role responsible for building and overseeing the customer service function across the organization. This role includes defining the customer service strategy, setting performance goals, and establishing scalable processes for service delivery in contact center and digital support environments. The Vice President will lead and mentor customer service teams, monitor key customer satisfaction and experience metrics, and implement initiatives that improve service quality and efficiency. Day-to-day responsibilities include collaborating with cross-functional leaders, analyzing service performance data, managing vendor relationships where applicable, and ensuring that customer feedback informs product and process improvements.

Qualifications

• Strong background in Customer Service and Customer Experience, with a track record of leading high-performing service teams.
• Proven ability to drive Customer Satisfaction through strategic initiatives and continuous improvement efforts.
• Demonstrated Analytical Skills for interpreting performance data, customer feedback, and operational metrics.
• Experience managing or optimizing Contact Centers, including staffing models, workflows, and technology platforms.
• Leadership experience in a senior or executive customer-facing role, preferably in a growth or launch-stage organization.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Ability to work effectively in a fully remote environment, with strong organizational and time-management skills.
• Bachelor’s degree in Business, Management, or a related field; advanced degree is a plus.
• Familiarity with customer service technologies and CRM platforms; experience implementing tools and systems is beneficial.