The VP of Customer & Product Support will be equal parts strategist, visionary, and a doer who can easily shift from thought leadership, holding cross functional leaders accountable, to rolling up their sleeves and engaging in hands-on support resolution. This is a high-profile role, with significant decisions making responsibility reporting to the Chief Customer Officer. The VP will be responsible for building and inspiring a team of people to make our customers' experiences better by executing world class operational dashboards & playbooks, developing high performing teams and spearheading the delivery of effective processes and systems.

What you will be doing:

• Develop a global support organization for scaling by refining the process for enterprise level customer support 24/7, 365 days a year across phone, chat and email
• Build and implement process and tools for complex technical product support
• Hire, lead and develop customer facing teams to deliver high performance that meets all KPIs and drives customer satisfaction in a high growth environment
• Lead cross functional partnership with product, engineering, customer success and executive leadership in order to deliver the customer support strategy within our matrixed organization
• Develop customer listening points throughout all key journeys to capture insight and in turn drive continuous improvement across Customer Support
• Leverage Data and insights to help drive the product roadmap
• Drive a company-wide culture of building transparency and prioritization on customer issues ensuring that all products, processes, systems and tools are designed with the customer in mind and in turn result in minimal customer effort
• Develop actionable strategies, objectives and plans, and establish, monitor and report KPIs related to the Customer Experience to deliver short term and mid-term company goals
• Drive collaboration and gain consensus across many business units (and stakeholders), within a complex organization through creating clarity of purpose, motivating individuals to the goal, ensuring all voices feel heard and governing to ensure standards are maintained

What you bring to the team:

• 12+ years of experience, with at least 6 managing customer support teams directly
• Must have experience leading global enterprise support teams for SaaS B2B companies
• Must have experience developing, building and scaling support teams across multiple channels (voice, email/portal, chat)

What we offer:

Highly competitive compensation package including salary and equity as well as the opportunity to work for one of the fastest-growing marketing technology companies.

• Comprehensive medical, dental, and vision insurance
• Monthly discretionary reimbursement towards fitness, home office and/or Learning and Development opportunities
• Generous Parental Leave & flexible vacation policy
• We offer flexibility as a remote first company, with a HQ office in NYC and teams across over 25 states and India

Salary Range: $180k - $220k + bonus

Our salary ranges are based on paying competitively for our size and industry. Salary is just one part of our total compensation package that includes equity, perks & benefits, and development opportunities at Bluecore. Individual pay decisions are based on several factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other Bluecorians. We expect that the majority of candidates who are offered roles at Bluecore to land well within our salary ranges based on these factors.