Vice President – Client Support

Vermont Systems

. Reporting into the President of Recreation, you will work with our Customer Support teams.

Posted 5/7/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Reporting into the President of Recreation, you will work with our Customer Support teams.
Lead a multi-functional, global team focused on delivering exceptional customer experiences.
Champion customer-centric service design across all channels (chat, email, voice).
Lead strategy development, including frameworks, metrics, and feedback loops.
Collaborate with Product, Engineering, and Commercial teams to embed customer experience into service delivery models.
Drive continuous improvement through VOC insights, CSAT/NPS tracking, and root cause analysis.
Manage global partnerships, ensuring alignment with service standards and cost models.
Lead performance reviews, contract negotiations, and strategic planning.
Implement governance frameworks to monitor quality, compliance, and operational efficiency.
Drive transformation initiatives, including location strategy and contractor transitions.
Partner with senior stakeholders in Engineering, HR, Product, and Commercial.
Represent Customer Support in strategic forums and transformation programs.
Foster a culture of accountability, innovation, and continuous improvement.

Requirements

What you’ll need

Minimum of 10 years of progressive experience in client support, customer success, or related leadership roles.
Proven leadership in operations, customer experience, and training strategy.
Strong analytical skills with ability to interpret data and drive decisions.
Excellent communication, stakeholder engagement, and change management capabilities.
Familiarity with tools like Salesforce, JIRA, Zendesk, and AI-driven support platforms.
Ability to persuade and influence stakeholders at all levels and push forward improvements.
Ability to maintain personal resilience in pressurized or stressful situations.
Ability to effectively present business improvements that are understandable, engaging, and influential.
Extensive experience in managing workforce management teams and tools.
Excellent leadership skills with a strong track-record of successfully leading teams.
Able to prioritize and manage workload effectively and meet specified deadlines.
Excels at identifying problems and providing appropriate solutions.
Proactive, self-motivated learner with a strong drive to achieve personal goals.

Benefits

Comp & perks

Health insurance
Professional development
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experienceservice designstrategy developmentdata analysisperformance reviewscontract negotiationsgovernance frameworkstransformation initiativesworkforce management

Soft Skills

leadershipanalytical skillscommunicationstakeholder engagementchange managementpersuasionresilienceproblem-solvingtime managementself-motivation