Vice President of Client Support

The Company is in search of a VP of Client Support to lead and enhance the client support experience across its products and services. The successful candidate will be responsible for setting the vision, strategy, and operating model for the client support function, ensuring alignment with company goals and client needs. This role involves leading and developing support teams, establishing service standards, and owning the end-to-end support experience. The VP will also be tasked with defining and monitoring key performance indicators, developing workforce plans, and building a culture of continuous improvement. Collaboration with cross-functional teams, particularly in product and engineering, is essential to improve supportability and address client pain points. Candidates for the VP of Client Support position at the company should have a Bachelor's degree in a relevant field, with an advanced degree preferred, and at least 10 years' experience in client support or a related service function. A strong background in leadership, particularly in a technology-enabled or regulated environment, is required. The ideal candidate will have a proven track record in designing and scaling support operating models, managing support performance, and driving improvements based on data and client feedback. Experience in financial technology, payments, or a regulated industry is also preferred. The role demands excellent communication, collaboration, and influencing skills, as well as the ability to manage budgets, workforce plans, and support technology.