Vice President of Service Excellence

Job Overview

As Vice President of Service Excellence, you’ll set the direction for customer support and client services, building consistent, responsive experiences across teams and channels. You’ll lead managers and service teams, use customer feedback and performance data to identify opportunities, and partner across functions to turn improvements into action. Your impact: By strengthening service processes and coaching teams, you help customers resolve issues more effectively and help employees deliver dependable support.

Responsibilities

• Lead service strategy, customer service management, call center management, and day-to-day operations.
• Manage and supervise teams in customer support roles; coach leaders and employees to build skills and maintain service standards.
• Use analytics, analysis skills, and data-driven decision making to assess performance, identify trends, and guide improvements.
• Oversee project management for service initiatives, coordinating priorities and execution through cross-functional collaboration.
• Strengthen client communication and client services; support negotiation and sales activities where they align with customer needs.

Requirements

• Demonstrated leadership, management, team management, and supervising experience, including managing teams in a customer support role.
• Background in customer service, customer service management, call center management, or client services.
• Strong communication skills, coaching ability, and experience collaborating across functions.
• Technical proficiency with CRM (customer relationship management) systems, Microsoft Office, and service analytics tools.
• Professional English proficiency required; multilingual skills are valued. Apply sound judgment, analysis, and data-driven decision making in a fast-paced service environment.

Pay: $136,000.00 - $184,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible schedule

Work Location: Remote