VP, Customer Care & Support in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP, Customer Care & Support based in United States.

This executive leadership role is responsible for shaping the future of a large-scale customer support organization within a rapidly growing consumer technology environment.
You will define the strategy, operating model, and team structure that drive exceptional customer experiences across multiple product lines.
The role combines operational leadership, customer advocacy, AI-driven transformation, and cross-functional partnership.
You will lead a large support organization, balancing service quality, efficiency, scalability, and customer satisfaction.
As a strategic leader, you will influence company-wide policies, support innovation, and improve how customers interact with the brand.
This is an opportunity to build and evolve a modern support function while partnering directly with executive leadership.

As the VP of Customer Care & Support, you will own the overall customer support strategy, ensuring the organization delivers efficient, scalable, and customer-focused experiences. You will lead teams, optimize operations, and drive continuous improvement across support channels, policies, and technology.

• Define and execute the customer care and support strategy, operating model, and organizational structure across multiple products and customer experiences.
• Establish support goals, service standards, policies, and performance frameworks that improve customer satisfaction and operational efficiency.
• Lead and develop a large support organization composed of internal teams and external partners, including managers, agents, and operations professionals.
• Build a scalable model where AI-powered solutions and human expertise work together to improve resolution quality and customer experience.
• Evaluate support economics through an ROI-driven approach, identifying opportunities to invest in customer impact while improving efficiency.
• Own customer-facing policies, support channels, service-level agreements, and escalation frameworks.
• Represent the customer perspective across cross-functional teams, influencing decisions related to product, operations, commercial strategy, and technology.
• Partner with teams responsible for support tools, automation, and AI systems to continuously improve workflows and capabilities.
• Use customer insights, operational data, and industry benchmarks to identify opportunities for improvement.
• Develop analytics and reporting capabilities to measure performance, identify trends, and guide strategic decisions.
• Continuously evolve the support organization to meet changing customer needs and business growth.
• Coach and develop senior leaders, creating a strong culture of accountability, collaboration, and operational excellence.

The ideal candidate is an experienced customer support executive with a strong background leading complex, multi-product consumer support organizations. You bring strategic vision, operational discipline, and the ability to transform customer care functions through people, processes, and technology.

• Proven experience leading customer support or customer care organizations at the VP level within a technology-driven, consumer-focused company.
• Experience managing complex support environments with multiple products, customer segments, service channels, and operational requirements.
• Demonstrated ability to build, scale, and evolve support organizations through periods of growth and transformation.
• Strong leadership experience managing managers and developing high-performing leadership teams.
• Track record of owning customer support strategy, operational outcomes, and executive-level business results.
• Deep understanding of modern support technologies, automation, AI capabilities, and emerging trends in customer experience.
• Ability to balance customer experience goals with operational efficiency and business impact.
• Experience designing and improving customer-facing policies, SLAs, workflows, and escalation processes.
• Strong analytical mindset with the ability to use data, metrics, and insights to guide decisions.
• Excellent communication and stakeholder management skills, with the ability to influence executives and cross-functional teams.
• Experience operating in regulated, privacy-focused, healthcare, or other complex consumer environments is a plus.
• Comfortable working in fast-paced, evolving organizations where priorities and customer needs continuously change.
• Naturally curious about AI and experienced using AI tools to improve productivity, decision-making, and team performance.

• Competitive compensation package:
  • Base salary range: $244,352 - $293,239 USD.
  • Annual bonus opportunity of 35%.
  • Competitive equity package.
• Remote-first work environment with flexibility across the United States.
• Company-paid medical, dental, and vision insurance.
• Retirement savings plan with company matching and flexible spending accounts.
• Generous paid time off and parental leave benefits.
• Company-wide paid winter break at the end of the year.
• Remote work stipend to support a productive home office setup.
• Benefits and resources supporting physical, mental, emotional, parenting, childcare, and financial wellness.
• Opportunities for professional growth, leadership development, and career advancement.
• Access to modern AI tools designed to improve productivity and innovation.
• Opportunity to build products and services that positively impact millions of customers.