VP, Customer Support (US)
Hybrid · Plano, Texas, United States
Job Summary
VP, Customer Support responsible for Enseo’s global customer support function across all channels and tiers, including proactive monitoring of deployed environments, escalation governance, and executive-level account escalation. Leads a global, multi-site operation spanning the United States and the Philippines, defines service level targets, workforce planning, ticket-handling standards, and a tiered support model; builds and oversees a net-new proactive monitoring capability, partner-driven instrumentation and observability, and a property health framework. Owns escalation framework, Tier 3 engagement, and executive communication on major incidents; collaborates with Sales, CSM, Product, and Engineering to drive customer satisfaction, continuous improvement, and cost-to-serve optimization; requires extensive leadership experience, global delivery, and a Bachelor’s degree or equivalent professional experience.
Required Qualifications
- Ten or more years of progressive customer support leadership experience
- at least five years leading multi-tier support organizations at director level or above
- experience leading global, multi-site support operations including offshore delivery
- 24x7 contact centers experience in technology/hospitality/telecom/managed services
- experience building or scaling proactive monitoring or NOC functions
- ability to interact with senior customer stakeholders at executive level
- availability outside business hours for major incidents
- strong command of contact center operations (workforce management, ACD, ticketing, knowledge management, quality programs)
- experience translating operational data into executive narratives and board-ready reporting
- experience managing a meaningful operating budget with cost-to-serve accountability
- Bachelor’s degree or equivalent professional experience
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