VP Customer Support / Technical Services
Responsible for overseeing the strategic direction and operations of our product and SaaS support teams, providing leadership and management of day-to-day operations, including customer service, quality control, and reporting. As a member of the Service Delivery leadership team, you will contribute to and help guide and implementation of our key strategic plans for global support, service operations and customer success. Ongoing operations of and refinements to the Global Support strategic plan are key areas of ownership for this role.
As a key leader in our business, you will contribute to talent leadership, product feedback and evolution, service feedback and evolution and customer outcomes.
Build and execute an overall vision for Global Support with an accompanying strategic plan that is evergreen and evolves with our customers, company, and products
Leadership of and assurance of ongoing operations of our global support organization. Ensures customer outcomes utilizing a mixture of strong engagement with customers and employees and monitoring and maintenance of key performance indicators
Foster a service minded culture, demonstrate energy and enthusiasm with employees and customers and build teamwork
Develop strong relationships with customers and serve as an escalation point for issues that impact customer success
Lead and grow our Global Support function with a Talent First mindset – recruiting excellent talent, developing talent, and scaling our team to meet the demands and challenges of our customers, company, and products
Facilitate a high level of cooperation and communication between operational based teams and with all functions within the company
Effectively communicate corporate and industry information to front line employees
Define and manage to best in class support OKRs, KPIs, and SLAs
Maintain expert knowledge of current technologies and trends with third party systems that provide Relativity leverage to scale and grow Global Support effectively
Enhance employee product knowledge, training, and utilization
Implement continuous improvement processes throughout the organization
Identify, develop, and ensure implementations of standard practices and process improvements.
Create and maintain standard operating procedures to support a repeatable and scalable business
Identify technical issues and trends and advocate for improved product designs, improved telemetry that supports customer value and effective support operations
10+ years of software SaaS or cloud support delivery management and leadership experience
Minimum Bachelor’s Degree, computer science or equivalent experience.
Extensive knowledge in Contact Center technologies
Exceptional leadership skills and the ability to build effective teams
Exceptional mentor and coach that focuses on team development, productivity and excellence
Effective written and verbal communications skills.
Extensive experience creating premium support offerings and leading those teams
Experience working in a Global Operating Model leverage influence and mandates to accomplish key outcomes
Ability to manage multiple projects simultaneously and prioritize based on company objectives and critical deadlines
Entrepreneurial experience and a willingness to make independent decisions
Uniphore is the global leader in Conversational Service Automation. The Company’s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is truly heard. Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. With Conversational Service Automation, enterprises can now engage their customers to effectively build loyalty, improve customer experience and realize operational efficiencies.
Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
For more information on how Uniphore delivers business value using Conversational Service Automation, please visit www.uniphore.com