VP, Customer Support Leader

2 months ago

Vancouver, British Columbia, Canada Thinkific Full time
Customer Support Visionary

Thinkific is seeking a seasoned Customer Support leader to drive exceptional customer experiences and fuel business growth. As the VP, Customer Support, you will lead the Customer Support Team in delivering world-class support that accelerates customer success.

Key Responsibilities:
  • Develop and execute a strategic plan for customer support that aligns with Thinkific's annual priorities.
  • Provide strong leadership, direction, and mentorship to the support team, fostering a culture of ownership, excellence, and collaboration.
  • Own the end-to-end customer experience, leveraging touchpoints to provide unparalleled value.
  • Drive innovation through technology, automation, and AI to enhance customer satisfaction and efficiency.
  • Monitor and iterate on key performance metrics and service level agreements to track effectiveness and efficiency.
  • Serve as the voice of the customer within the organization, championing customer needs and priorities across departments.
  • Collaborate closely with cross-functional teams to address customer feedback, prioritize product enhancements, and drive customer success initiatives.
Requirements:
  • 6+ years of experience in customer-facing roles, with at least 3 years in a senior leadership position within a SaaS technology company.
  • Proven track record of building, leading, and scaling Customer Support teams in fast-paced environments.
  • Experience in vendor management, with a focus on running and scaling offshore teams, particularly within Business Process Outsourcing (BPO) environments.
  • Passion and experience in using AI and technology to improve customer satisfaction and success.
  • Strong leadership and management skills, with the ability to inspire and motivate teams to achieve exceptional results.
  • Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making and performance management.
  • Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers, team members, and stakeholders at all levels.
What We Offer:
  • A competitive compensation package, including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan.
  • Flexible Paid Time Off to maintain mental and physical health.
  • Comprehensive benefits, including health, vision, and dental coverage for you and your family, as well as mental health care and fertility coverage.
  • A home office setup, including a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively.
  • A place where you can bring your whole self to work, with a commitment to diversity, equity, inclusion, and belonging across every facet of our business.

We're an award-winning culture, certified as a Great Place to Work and one of Canada's Top Small & Medium Employers. Join us in building a platform that's driving positive impact for thousands of businesses and millions of students around the world.

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