Vice President, Product Support Remote (anywhere in United States)

The Company is seeking a Vice President, Product Support to lead its frontline customer support organization. This customer-facing leadership role is pivotal in resolving issues, managing escalations, and representing the company to the agencies and public servants it serves. The successful candidate will be at the forefront of a significant transformation, as the company integrates AI-assisted deflection, agent-assist tools, and automated triage into its support operations. The VP will be responsible for leading the support organization, including hiring, coaching, and performance management, and will play a key role in partnering with the Customer Support Operations and IT teams to ensure a smooth transition to AI-driven support. The ideal candidate for this role has a proven track record of leading a support organization through similar changes and is fluent in AI-assisted support tools. They will be tasked with redesigning workflows, guiding staff through new roles, and maintaining a customer-first approach during the transition. Additionally, the VP will own the operational backbone, drive escalation management, and product feedback, and ensure that the organization's cost structure is in line with the company's goals. This is a challenging and dynamic position that requires a leader who can build a culture of accountability, ownership, and continuous improvement, while also being adept at managing the impact of automation on customer experience and agent workload.

Hiring Company

CentralSquare Technologies