VP Customer Experience & Customer Support at Jobgether – United States

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a VP Customer Experience & Customer Support in United States.

This senior leadership role is responsible for defining, elevating, and operationalizing the end-to-end customer experience. The VP oversees both customer support operations and proactive customer success teams, ensuring consistency, efficiency, and a customer-centric culture across the organization. This position drives initiatives that improve satisfaction, reduce friction, and foster collaboration across departments while using data and feedback to inform strategy. You will lead journey mapping, implement tools and processes, and coach teams to deliver exceptional service. The role requires hands-on leadership, strategic thinking, and the ability to influence cross-functional teams while maintaining a focus on customer outcomes.

• Define the desired customer experience and ensure alignment across all touchpoints.

• Lead customer journey mapping to identify pain points and opportunities for improvement based on data and feedback.

• Oversee day-to-day operations of customer support and proactive success teams, ensuring timely and empathetic service.

• Establish service standards, SLAs, and performance metrics, tracking key CX and support KPIs (CSAT, NPS, CES, FCR, churn, etc.).

• Implement processes, tools, and training programs to improve efficiency, quality, and customer satisfaction.

• Collaborate with product, engineering, marketing, and sales teams to address complex issues and align messaging with customer expectations.

• Conduct root cause analysis for recurring issues and drive cross-functional solutions to enhance the overall customer experience.

Requirements:

• Bachelor’s degree required; advanced education a plus.

• Minimum 10 years of experience in customer success and/or customer support leadership, preferably in educational publishing or technology.

• Strong analytical skills with the ability to translate data, trends, and metrics into actionable insights.

• Expertise in customer experience frameworks, journey mapping, and service design.

• Proven record of cross-functional collaboration and stakeholder management.

• Experience managing, coaching, and developing high-performing teams.

• Proficiency with support platforms and CX tools; Salesforce preferred.

• Exceptional verbal and written communication, interpersonal, and leadership skills.

Benefits:

• Competitive salary range of $175,000 to $190,000 annually.

• Flexible remote work environment with support for home office setup.

• Comprehensive health, dental, and vision coverage.

• Paid time off, holidays, and professional development opportunities.

• Opportunities to contribute to mission-driven work impacting student literacy outcomes.

• Collaborative, innovative, and high-impact work culture.