VP - Client Support Manager
Core
Strategic leadership of the client support organization, defining operating models, service standards, and workforce plans to ensure high-quality support across all tiers.
Role type
VP of Client Support (Executive Leadership)
Builds
Scalable client support organization and end-to-end support experience
Domain
Financial Technology / Payments
Required skills
Strategic planning, organizational leadership, service standard definition, workforce planning, performance management, cross-functional collaboration, budget management, incident response, stakeholder management, data analysis
Preferred skills
Financial technology experience, regulated industry experience, advanced degree
Technologies
Support technology, automation tools, knowledge management systems
Responsibilities
Set vision and strategy for the client support function; Lead and develop support team leaders; Own end-to-end support experience across all tiers; Establish service standards and governance practices; Define and monitor KPIs and service-level commitments; Develop workforce and capacity plans; Partner with Product and Engineering to improve supportability; Manage the Client Support budget and vendor strategy; Provide executive reporting on support performance and risks.
Seniority
Executive (VP level)