Vice President, Global Customer Service & Support

The Bold Side LLC is seeking an accomplished and strategic executive to lead and transform global customer service and support operations. The Vice President will develop global service strategies, oversee multi-region operations, improve customer experience, lead technology and AI transformation, develop talent, and manage performance, budgets, and business initiatives.

Responsibilities:

• Develop and execute a comprehensive global customer service and support strategy aligned with organizational objectives and customer expectations
• Establish a scalable operating model across regions, business units, and customer segments
• Create consistent service standards, policies, escalation protocols, and performance expectations
• Identify opportunities to improve customer satisfaction, retention, loyalty, and overall customer experience
• Serve as the executive voice of Customer Support and advocate for customer needs across the organization
• Lead global customer service and support operations across multiple regions, countries, and time zones
• Establish organizational structures, staffing models, workforce plans, and leadership capabilities that support growth
• Drive continuous improvement across service delivery, case management, escalations, response times, resolution times, and customer communications
• Establish and monitor global service-level agreements and performance expectations
• Evaluate internal, outsourced, BPO, and third-party support models as appropriate
• Create a consistent, high-quality customer experience across phone, email, chat, digital, social, and self-service channels
• Establish Voice of the Customer programs and translate customer feedback into measurable operational improvements
• Partner with Product, Sales, Operations, Technology, Marketing, Finance, and other functions to identify and resolve customer pain points
• Oversee executive-level escalations involving complex or high-impact customer issues
• Develop proactive strategies that anticipate customer needs and improve retention
• Establish and manage a comprehensive global customer support scorecard incorporating key measures such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), response and resolution times, SLA attainment, retention and churn, escalation rates, case backlog and aging, contact volume, agent productivity, quality assurance, employee engagement, and cost per contact
• Use data and analytics to identify trends, forecast demand, improve workforce planning, strengthen accountability, and provide executive leadership with actionable business insights
• Lead the evaluation and optimization of CRM systems, contact-center technology, knowledge-management platforms, workforce-management tools, and customer analytics
• Identify responsible opportunities to leverage artificial intelligence, automation, chatbots, agent-assist technologies, and customer self-service
• Partner with Technology and Product teams to improve systems, integrations, workflows, reporting, and customer-facing solutions
• Ensure technology investments produce measurable improvements in customer experience, productivity, scalability, and operational efficiency
• Build, lead, mentor, and develop high-performing global customer service and support teams
• Establish clear accountability across regional and functional leadership
• Develop succession plans and leadership pipelines for critical customer operations positions
• Establish performance-management and coaching practices that support continuous improvement
• Foster a collaborative, accountable, inclusive, and customer-centered culture
• Partner with Human Resources on workforce planning, organizational design, talent acquisition, development, and retention
• Develop and manage global customer service and support budgets
• Establish workforce forecasts based on customer demand, growth, productivity, and service expectations
• Identify opportunities to improve operating efficiency without compromising customer experience
• Evaluate vendor relationships and performance requirements
• Develop business cases for technology, staffing, outsourcing, and transformation initiatives
• Provide executive leadership with regular reporting on performance, customer trends, risks, and opportunities

Requirements:

• Bachelor's degree in Business Administration, Operations, Customer Experience, Communications, or a related discipline
• 12+ years of progressive experience in customer service, customer support, customer experience, operations, or related functions
• Significant senior leadership experience overseeing complex, multi-location, or global customer support organizations
• Demonstrated experience leading teams across multiple countries, cultures, and time zones
• Proven success building, scaling, or transforming customer service organizations
• Strong knowledge of CRM platforms, contact-center operations, workforce management, analytics, and digital service channels
• Experience establishing and managing KPIs, SLAs, dashboards, and executive reporting
• Strong financial and business acumen, including budgeting, forecasting, capacity planning, and vendor management
• Exceptional executive communication, presentation, negotiation, and stakeholder-management skills
• Ability to travel domestically and internationally based on business needs
• Candidates must reside in the United States
• be legally authorized to work in the United States in accordance with applicable law and employer requirements
• Remote employees must maintain an appropriate professional work environment, reliable internet connectivity, and the ability to collaborate across multiple time zones
• Business travel and occasional in-person meetings may be required
• advanced degree preferred
• Experience implementing AI, automation, or digital customer-support solutions preferred