VP Global Customer Support
VP Global Customer Support
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Job Description
About Us
Location Hyderabad India
Department Customer Success
Level Support role
Working Pattern Work from office.
Benefits Benefits at Ideagen
DEI DEI strategy
Salary this will be discussed at the next stage of the process if you do have any questions please feel free to reach out!
We are seeking an experienced and dynamic Vice President of Customer Support to lead and scale our global customer support operations that cover India. This leadership role will drive customer satisfaction retention and operational efficiency for all Ideagen product lines. The VP of Customer Support will be responsible for developing and implementing a strategic vision optimizing processes building a worldclass support team and ensuring a seamless customer experience.
Responsibilities
Strategic Leadership & CustomerCentric Vision
- Define and execute a customer support strategy that aligns with the companys mission and growth objectives.
- Establish and monitor customer support metrics (e.g. CSAT NPS firstcontact resolution response times) to ensure customer satisfaction and identify areas for improvement.
Team Building & Development
- Implement training mentoring and career development programs to foster growth and engagement within the team.
Operational Efficiency & Process Improvement
- Leverage tools technology and automation (such as CRM systems AIdriven support chatbots) to streamline operations improve resolution times and enhance support quality.
- Identify and implement strategies for selfservice support knowledge base optimization and proactive customer education.
Customer Advocacy & Issue Resolution
- Serve as a customer advocate ensuring customer feedback and pain points are communicated effectively within the organization.
- Work with the product team to drive improvements based on common support issues reducing friction and improving product usability.
DataDriven Insights & Reporting
- Utilize data and analytics to monitor support trends team performance and customer satisfaction metrics.
- Provide regular reports to the executive team highlighting performance customer insights and areas for growth.
Skills and Experience
Education:
Bachelors degree in business Computer Science or related field; masters degree is a plus.
Skills:
- Strong understanding of SaaS products and customer support best practices.
- Proven track record of building and leading highperforming support teams.
- Excellent communication and interpersonal skills.
- Strong analytical and problemsolving abilities with experience using support analytics and CRM tools (e.g. Zendesk Salesforce).
- Ability to think strategically while also managing daytoday operations effectively.
- Characteristics: Customercentric datadriven proactive and adaptable to fastpaced environments.
- If youre a strategic and datadriven leader passionate about customer support in the SaaS space we encourage you to apply and join our team.
About Ideagen
Ideagen is the invisible force behind many things we rely on every day from keeping airplanes soaring in the sky to ensuring the food on our tables is safe to helping doctors and nurses care for the sick. So when you think of Ideagen think of it as the silent teammate thats always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America Australia Malaysia and India with people doing lots of different and exciting jobs.
What is next
If your application meets the requirements for this role our Talent Acquisition team will be in touch to guide you through the next steps.
To ensure a flexible and inclusive process please let us know if you require any reasonable adjustments by contacting us at All matters will be treated with strict confidence.
At Ideagen we value the importance of worklife balance and welcome candidates seeking flexible or parttime working arrangements. If this is something you are interested in please let us know during the application process.
Enhance your career and make the world a safer place!
Required Experience:
Exec
Employment Type
Unclear
