As the Vice President (VP) of Global Support, you will lead the transformation of our customer support function from a traditional, phone-based model to an omnichannel, digital-first, and self-service-driven experience. Your mission is to implement a world-class, consumer-like support organization, leveraging advanced technologies such as AI, chat, and omnichannel routing. You will drive this transformation across multiple regions, building a hybrid support structure that integrates onshore, nearshore, and offshore resources. This role demands a visionary leader experienced in global support transformation, with a strong track record of building competency centers and scaling support services. You will ensure exceptional customer experiences by optimizing people, processes, and technology, leading a talented team, and collaborating with key stakeholders to align support goals with the company's strategic objectives. As a member of the Senior Leadership Team (SLT), your leadership will be instrumental in driving business growth through enhanced customer satisfaction, operational excellence, and cost-efficient delivery of support services.
WHAT YOU'LL DO:
Leadership & Strategy
• Develop and execute a global support strategy that transforms the current phone-based model into an omnichannel support methodology, utilizing chat, AI, self-service platforms, and more.
• Lead the design and execution of a comprehensive support transformation, leveraging omnichannel routing, automation, and digital support channels.
• Architect and implement a digital-first customer experience strategy using tools such as Salesforce Service Cloud, AI (e.g. Drift), SMS texting platforms, IVR intelligence, and forward-thinking AI/ML plugins.
• Build and manage global support competency centers across onshore, nearshore, and offshore regions to ensure 24x7x365, follow-the-sun support coverage.
• Champion the shift from reactive, phone-first support to proactive, preemptive, and digitally driven support, increasing customer satisfaction and retention while reducing costs.
• Collaborate with senior leaders to align support initiatives with overarching business objectives, focusing on cost savings and resource optimization.
• Lead cross-functional teams to deliver a unified, consistent support experience across all customer touchpoints, streamlining platforms and processes.
• Inspire, mentor, and develop a high-performing global support team, fostering a culture of continuous improvement and operational excellence.
Operational Excellence
• Oversee global support operations, ensuring high-quality service delivery, including incident management, ticket resolution, and adherence to service level agreements (SLAs).
• Optimize resource allocation and staffing across regions to ensure scalability, efficiency, and excellent support performance.
• Implement industry best practices for incident escalation, knowledge management, and omnichannel support.
• Drive the adoption of self-service tools, including chatbots, AI-driven solutions, and guided learning paths, reducing the reliance on voice and email support channels.
• Stay ahead of industry trends, emerging technologies, and evolving customer needs to continuously innovate and enhance the support experience.
• Develop key performance indicators (KPIs) to measure the efficiency of the support organization, focusing on cost metrics, customer satisfaction, and support resolution times.
Experience
• Demonstrated success in leading global support transformations, moving from traditional phone-based models to digital, omnichannel approaches.
• Extensive experience in SaaS enterprise software support, with deep expertise in managing support operations, customer satisfaction metrics, and incident management.
• Proven track record in building and managing global support competency centers, optimizing onshore, nearshore, and offshore resources.
• Experience in architecting and implementing digital customer experience strategies with tools like Salesforce Service Cloud, AI (
e.g.Drift), IVR intelligence, and AI/ML plugins.
• Proven track record in building scalable omnichannel support models that effectively serve a diverse range of customers, from large enterprises to small and medium-sized businesses
WHAT YOU’LL BRING:
- 15+ years of experience at a global enterprise SaaS organization
- Bachelor’s degree in Business Administration, Information Technology, or a related field; a Master’s degree, MBA, or advanced degree is preferred
- Exceptional leadership and communication skills, capable of inspiring and influencing at all organizational levels
- Strategic thinker with strong business acumen, able to drive change and achieve alignment across global support and business functions
- Data-driven decision-maker, using analytics and KPIs to measure and improve support performance and operational efficiency
- Expertise in leveraging AI, chatbots, and automation to enhance support services and reduce costs
- Deep understanding of managing a multi-generational, diverse customer base, tailoring support solutions to meet varying needs and expectations
- Willingness and ability to travel extensively to visit regional offices, industry events, and customer sites
WHAT YOU SHOULD KNOW ABOUT US:
• We are laid back but buttoned up. We offer a casual work environment and remote work flexibility and have a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers
• We care deeply and deliver service and solutions that make a real difference in the lives of our clients and their businesses
• We openly accept others as they are and build strong partnerships based on trust
• Teamwork and collaboration is key to help our colleagues and customers solve their challenges
• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us!
LOVE WHAT YOU DO, NO MATTER WHERE YOU DO IT:
• Join our Remote-First Global Work Community: WorkWave provides an innovative and dynamic remote-first Global Work Community that encourages growth, creativity, and collaboration. No matter what stage of your career or where you live, WorkWave is your place to be part of a global company with a startup feel, where your ideas matter and your growth is a priority.
A GLOBAL COMPANY WITH A LOCAL PRESENCE:
• We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired. Our teams are well versed at working collaboratively in a fully virtual environment.
• Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey. We keep our offices available to all to use when working remotely isn’t feasible, or to help with cross training, team building and/or brainstorming.
• We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.
• Whether you work remotely or take advantage of one of our offices, you’ll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other.
RELAX, WE'VE GOT YOU COVERED:
• Employees can expect a robust benefits package, including health and dental and 401k with company match
AND BEYOND...
• Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Up to 4 weeks paid bonding leave
• Free subscription to the Calm App for you and up to 4 dependents!
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teladoc
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community
GROW WITH US:
• We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth
• Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!
• Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year
JOIN OUR WINNING TEAM!
• 10 Time winner of Best Place to Work in New Jersey by NJBiz!
• WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine
• Recently named one of The Software Report's 3rd annual list of the Top 100 Software Companies of 2022 (worldwide!)
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status: Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WorkWave, we are dedicated to building a diverse, inclusive and authentic workplace, so if you feel like you could make a great impact in this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles!
WorkWave supports salary transparency, however please note that salary estimates provided by websites (LinkedIn, Glassdoor, etc.) and not by WorkWave may not accurately reflect the actual salary range for the position.
