Note: The job is a remote job and is open to candidates in USA. Sinch is pioneering the way the world communicates, and they are seeking a Vice President of Customer Support to lead their global customer support organization. The role focuses on creating a seamless customer experience, driving operational excellence, and leveraging AI and data to optimize support workflows.
Responsibilities
- Build, inspire, and lead global teams across multiple support functions, including: 24x7 global customer support operations (Tier 1 through Tier 3)
- White-glove technical support, providing named resources to key enterprise accounts
- Support enablement, ensuring readiness for new tools, products, features, and process changes
- Align Support roles and responsibilities across all Sinch products and brands to deliver a cohesive One Sinch experience
- Design and implement strategies to maximize operations and leverage AI to increase self-service rates and accelerate resolution times
- Serve as the Voice of the Customer to the Global Leadership Team (GLT). Provide regular, actionable updates on customer feedback trends, industry best practices, and ongoing customer experience (CX) improvement initiatives
- Build and maintain strong relationships with Support partners and vendors
- Develop, manage, and optimize the Support budget to ensure the highly efficient use of resources and tooling
- Ensure Support teams are fully educated and equipped with the right tooling for both the existing product portfolio and new releases
- Channel customer feedback directly into the product roadmap to drive best-in-class user experience
- Partner to deliver a One Sinch experience during the customer lifecycle and identify strategic growth and cross-sell opportunities with existing clients
- Drive the integration of Support tools with the enterprise data fabric
- Co-create, report on, and meet defined milestones for our customer experience transformation journey
- Incorporate direct customer feedback into dashboard roadmaps
- Collaborate to design and deploy robust self-service features that improve customer experience
Skills
- 10+ years of leadership experience in Customer Support, Technical Support, Customer Success, or Customer Experience organizations
- 8+ years leading global, 24x7 customer support operations across multiple regions and functions
- Proven experience managing large-scale Tier 1, Tier 2, and Tier 3 support organizations
- Background in SaaS, CPaaS, cloud, telecommunications, enterprise software, or related technology industries
- Demonstrated success driving customer experience improvements through CSAT, NPS, and operational excellence initiatives
- Experience leveraging AI, automation, analytics, and self-service solutions to improve support efficiency and customer outcomes
- Proven track record leading large-scale transformation, process improvement, and support modernization programs
- Strong financial acumen with experience managing multimillion-dollar budgets, vendor partnerships, and technology investments
- Deep understanding of support operations, service delivery, SLAs, workforce planning, and performance metrics
- Experience serving as the Voice of the Customer and influencing product, operational, and business strategy
- Proven ability to partner effectively with Product, Engineering, Sales, Customer Success, and Executive Leadership teams
- Strong analytical, communication, and executive stakeholder management skills
- Bachelor's degree required; MBA or advanced degree preferred
- Bachelor's degree in Business, Information Technology, Engineering, or a related field
- MBA or advanced degree preferred
- Experience supporting global enterprise customers in highly technical environments
- Experience integrating support systems into enterprise data platforms or customer data ecosystems
- Familiarity with CRM, ITSM, and customer support technologies such as Salesforce, Zendesk, ServiceNow, Gainsight, or similar platforms
Benefits
- We offer comprehensive market competitive medical, dental, and vision plans.
- A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
- Take advantage of our free virtual counselling resources through our global Employee Assistance Program.
- Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
- Enjoy a generous paid time off program.
- We offer paid parental leave and family planning support.
- Our flexible remote work offerings allow you to work wherever you are the most productive and successful.
- Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
Company Overview