Vice President of Customer Support

Job Title: Vice President of Customer Support I. Position Overview The Vice President of Customer Support serves as the central leader for the company's customer support framework and service delivery operations. This role holds comprehensive responsibility for the global customer support organization, service process optimization, the escalation and resolution of customer issues, and the development of support platforms. By establishing an efficient and scalable support operations system, this position continuously enhances customer satisfaction, service quality, and customer loyalty, thereby supporting the company's long-term revenue growth and brand value building. II. Key Responsibilities Customer Support Strategy and Operations System Development Formulate the global Customer Support strategy. Establish a standardized support operations system and service protocols. Drive continuous optimization of customer support processes. Enhance overall service delivery efficiency and quality. Global Support Team Management Manage the global support team (L1 / L2 / L3 Support). Establish regional support centers and operational mechanisms. Optimize resource allocation and team collaboration efficiency. Improve global service consistency and responsiveness. Customer Issue Escalation and Crisis Management Manage critical customer issues and escalation events. Establish rapid response and closed-loop mechanisms for issue resolution. Coordinate cross-departmental efforts to resolve complex customer issues. Mitigate customer risks and negative impacts. SLA and Service Quality Management Establish and manage Service Level Agreements (SLAs). Monitor First Response Time (FRT) and resolution timeliness. Improve First Contact Resolution (FCR) rates. Ensure continuous compliance with service quality metrics. Customer Experience and Satisfaction Enhancement Improve Customer Satisfaction (CSAT) and Net Promoter Score (NPS). Analyze customer feedback and identify service experience issues. Drive customer experience optimization initiatives. Reduce customer churn rates. Support Operations and Process Optimization Optimize ticket management and support workflows. Drive the standardization and automation of support services. Establish a knowledge base and best practice framework. Enhance operational efficiency and service transparency. Data Analysis and Operational Insights Establish customer support KPIs and an analytics framework. Analyze ticket trends, issue classifications, and service bottlenecks. Provide operational reports and business insights. Support decision-making for product and service optimization. Support Platform and Digital Infrastructure Development Manage the development of customer support platforms (e.g., Zendesk). Drive the implementation of AI-driven customer service and automated support capabilities. Establish self-service and knowledge management systems. Enhance digital customer support capabilities. III. Qualifications Educational Background Bachelor's degree or higher in Business, IT, or a related field. MBA preferred. Work Experience 20+ years of experience in customer support or service operations. 10+ years of experience in team management. Experience in building global support systems is preferred. Background in SaaS, Internet, or technical support industries is preferred. Core Competencies Customer Support System Development Service Operations & Process Optimization Crisis Management & Problem Solving Data Analysis & Business Insights Global Team Management & Leadership