VP Customer Support

VP Customer Support ST6 (Seal Team Six) is an elite team of battle-hardened software operators dedicated to building enduringly great software companies. Our focus is on professionalizing and scaling software businesses from $100 million to $500 million. We partner with top-tier private equity software firms such as TA, Hg, Insight Partners, and Genstar to acquire and build one platform company per year. Our companies are not the largest or flashiest, but they are among the best-run software businesses, creating value for customers and shareholders at an accelerated pace. To date, our team has built six platform companies, each culminating in multiple liquidity transactions with multi-billion-dollar valuations. The Vice President, Customer Support, is responsible for maintaining effective customer service for all customers by utilizing in-depth knowledge of company products, leveraging support best practices, and optimizing customer self-service. The position will manage support personnel in different locations to ensure all teams are following the appropriate procedures, service level agreements, systems, and structure. This leadership role is tasked with scaling customer support operations globally through strategic initiatives and best practices Key Responsibilities Build and manage a highly productive and scalable support team capable of delivering exceptional customer service across various channels Achieve high customer satisfaction ratings by implementing scalable and efficient support processes that effectively address customer needs Develop and implement a robust system for tracking and reporting key performance indicators (KPIs) to enhance accountability across the organization Develop and evolve comprehensive knowledge-centered support and self-service programs, enhancing customer empowerment and satisfaction Drive high productivity within the support organization, optimizing resources and processes to handle customer inquiries and issues efficiently Lead and optimize the integration process for Delivery Engine (DE) teams post-acquisition, ensuring seamless operational and cultural alignment Competencies Encapsulates taking full responsibility for ones actions and their outcomes, emphasizing accountability and learning from experiences Proficiency in utilizing data and analytics to make informed decisions and drive business strategies Manages critical issues effectively, ensuring timely resolutions at higher management levels. Implements KCS and self-service to enhance customer support and satisfaction. Develops and reports on metrics to measure and enhance organizational efficiency. Requirements 5+ years experience in Customer Support Leadership Experience leveraging AI in support environments and for self-service