VP, Customer Support

Job Summary

Our client is a tech-driven health insurance company backed by leading Silicon Valley Venture Capitalists. Along with a web/mobile application, they have a chain of primary care clinics that are designed to provide gold-standard medical care to society. Leading and building a customer-centric, high-performing support organisation. Establishing the vision, goals and objectives at all levels for the division.

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 8 years

Job Description/Requirements


  • Join a tech-driven healthcare company backed by top investors
  • Build a world-class customer support team
  • Attractive Salary & Benefits

The Job

You will be responsible for :


  • Leading and building a customer-centric, high-performing support organisation.
  • Establishing the vision, goals and objectives at all levels for the division.
  • Defining and enabling excellence in how we deliver customer support while instilling a customer-centric focus and going above and beyond.
  • Developing clear feedback mechanisms between support and product teams to build the best experience for customers. 
  • Strategically scaling the customer support team in a cost-effective manner and managing against productivity and procedure/policy issues.
  • Driving continuous improvement in how the company serves customers through human interactions and/or technology.
  • Managing a team of 11-50 people.


The Profile


  • You have at least 7 years of experience in product management, operations or customer success, and ideally have led a team.
  • You have proven experience running omnichannel customer support teams.
  • You are able to inspire and motivate teams and leaders at all levels.
  • You have strong data-driven decision-making skills and a result-oriented mindset.
  • You have experience in developing or integrating technology solutions that improve customer support efficiency.
  • You have knowledge of machine learning and automation in the customer success field. Experience deploying such solutions would be a huge advantage.
  • You possess outstanding communication, leadership and organisational skills.
  • You have experience launching multi-country and multi-language support.
  • You have strong strategic thinking and problem-solving aptitude.
  • You are an innovative thinker, ready to challenge the status quo to achieve ambitious goals.

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