VP, Customer Support

Transact Campus

. Support Strategy & Performance .

Posted 4/25/2026full-timeRemote • 🇺🇸 United StatesLead💰 $200,000 - $245,000 per yearWebsite

About the role

Key responsibilities & impact

Support Strategy & Performance
AI-Enabled Support Transformation
Leadership Team Development & Succession
Operational Excellence & Reporting
Cross-Functional Partnership
KEY AREAS OF FOCUS
Establish SLAs and Make Them Visible
Lead the AI Transformation in Support
Build the Leadership Team Support Deserves
Restore Operational Transparency
Be the Standard-Bearer for the Client Experience

Requirements

What you’ll need

Bachelor's degree in Business, Communications, Computer Science, or a related field, or equivalent professional experience
Master's degree or MBA (preferred)
12+ years leading client support or service operations, with at least 5 years in a VP-level or senior director role managing large, distributed teams
Demonstrated experience serving clients in higher education, healthcare, corporate enterprises, or other complex, mission-critical environments
Proven track record implementing generative and agentic AI tools — including intelligent ticketing, virtual assistants, and automated triage — with measurable improvement in support efficiency, quality, and client satisfaction
Deep expertise in support best practices, including tiered service models, knowledge-centered service (KCS), omnichannel delivery, SLA management, and emerging AI-enabled support tools
Exceptional coaching and mentoring skills with a track record of developing leaders at all levels, including managing through organizational change and addressing underperformance directly
Strong data orientation — able to build and use reporting infrastructure to manage operations and communicate performance to executive leadership
Executive presence and communication skills to represent client perspectives with authority across the organization
Experience with SaaS or enterprise technology platforms in higher education or healthcare
Familiarity with FERPA, HIPAA, or relevant compliance frameworks
Certifications in customer experience or service management (e.g., ITIL, HDI)
Experience leading support organizations through post-merger integration

Benefits

Comp & perks

Flexible time off including paid holidays and volunteer time
Robust health, dental, and vision insurance plans on your first day of employment
Comprehensive employee assistance program (EAP)
Employer-paid life insurance, AD&D, short-term and long-term disability insurance
Flexible spending account (FSA) or health savings account (HSA)
Matched 401(k)
Employee stock purchase plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI toolsgenerative AIagentic AIintelligent ticketingvirtual assistantsautomated triageSLA managementknowledge-centered serviceomnichannel deliverysupport best practices

Soft Skills

coachingmentoringleadershiporganizational change managementcommunicationexecutive presenceclient experience advocacydata orientationperformance managementcross-functional partnership

Certifications

ITILHDIcustomer experience certificationservice management certification