Vp, Support and Customer Experience

4 weeks ago

Vancouver, Canada Tipalti Full time

The Vice President of Support and Customer Experience is responsible for leading and managing the Customer Support, Engineering Support and Customer Experience functions at Tipalti. This role requires a strategic leader who can enhance service quality, drive operational efficiency, and foster a customer-centric culture within the organization. The VP of Support will work closely with cross-functional teams to ensure that customer needs are met and exceeded, while aligning support initiatives with business goals.

**Why join Tipalti?**

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $8.3 billion. With total funding of just over $550 million, and with more than 4000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together.

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam and Tbilisi.

**Key Responsibilities**:

- **Strategic Leadership**:

- Develop and execute a comprehensive support strategy that aligns with the company’s objectives.
- Lead and mentor a team of support professionals, fostering a culture of excellence and continuous improvement.
- **Customer Support Management**:

- Oversee the customer support operations, ensuring timely and effective resolution of customer inquiries and issues.
- Implement best practices and innovative solutions to improve service delivery and customer satisfaction.
- Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer support initiatives.
- **Engineer Support Coordination**:

- Collaborate with engineering teams to facilitate technical support and troubleshooting for customers.
- Develop processes to ensure seamless communication between support and engineering teams for rapid issue resolution.
- **Customer Experience Enhancement**:

- Drive initiatives aimed at improving the overall customer experience across all touchpoints.
- Gather and analyze customer feedback to identify areas for improvement and implement actionable solutions.
- Champion the voice of the customer within the organization, influencing product and service development based on customer insights.
- **Cross-Functional Collaboration**:

- Work closely with sales, marketing, product development, and other departments to ensure alignment and enhance the customer journey.
- Support the development of training programs to equip staff with the knowledge and tools needed to deliver exceptional service.
- **Budget and Resource Management**:

- Develop and manage the support department budget, ensuring efficient allocation of resources.
- Identify opportunities for cost savings and process optimization without compromising service quality.
- **Reporting and Analytics**:

- Provide regular reports to executive leadership on support performance, customer satisfaction metrics, and strategic initiatives.
- Utilize data analytics to drive informed decision-making and improve support strategies.

**Qualifications**:

- **Education**: Bachelor’s degree in Business Administration, Customer Service Management, or a related field. Master’s degree preferred.
- **Experience**: Extensive experience in customer support or related roles, with at least 5 years in a leadership position.
- **Skills**:

- Proven track record of managing large support teams and driving performance improvements.
- Strong analytical skills with the ability to leverage data to inform decisions.
- Excellent communication and interpersonal skills, capable of building relationships with customers and internal stakeholders.
- Experience with customer relationship management (CRM) tools and support software.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

**Our benefits package includes**:
Hybrid working model that requires you to be in the Vancouver office Monday, Tuesday, and Thursday
Dog Friendly Office
Competitive salary plus company shares
Matching RRSP
Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD
3 weeks of paid vacation
Free lunch on office days
Fresh fruit, snacks & drinks in office
Phone/internet allowance
Regular company-wide social events
Multiple ERG groups cel

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