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 responsible for the company’s customer support framework and service operations management. This role holds comprehensive responsibility for the global customer support teams, service delivery processes, customer issue escalation mechanisms, and the development of support platforms. By establishing an efficient and scalable customer support system, this position continuously enhances customer satisfaction, service efficiency, and customer loyalty, thereby supporting the company's long-term revenue growth and the enhancement of its brand value. II. Key Responsibilities Customer Support Strategy and Operations Framework Development Formulate the global Customer Support strategy. Establish standardized support processes and service protocols. Drive the continuous optimization of the customer support operations framework. 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-related 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 initiatives to optimize the customer experience. 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 and implementation of customer support platforms (e.g., Zendesk). Drive the adoption of AI-powered customer service and automated support capabilities. Establish self-service portals 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 frameworks is preferred. Background in SaaS, Internet services, or technical support is preferred. Core Competencies Customer Support System Development Service Operations & Process Optimization Crisis Management & Problem Solving Data Analysis & Business Insights Global Team Management & Leadership