Customer Support Specialist at Swan providing exceptional support to partners and clients. Handling inquiries efficiently while exceeding service quality expectations in a hybrid work environment.
About the role
- Vice President leading global customer experience and support for software division, focusing on customer satisfaction and operational excellence. Drive strategy, innovation and build high-performing global teams.
Responsibilities
- Define and execute the services and support strategy for our software division.
- Manage a global organization spanning customer support, professional services, and customer success.
- Ensure customers achieve measurable value through proactive services and responsive support.
- Expand digital and self-service support models while maintaining personal, high-touch service for strategic accounts.
- Work cross-functionally with sales, product, and engineering to align services with customer and business needs.
- Manage P&L for services and support, scaling operations globally while ensuring operational excellence.
Requirements
- Proven experience leading services, customer success, or support organizations in a SaaS or enterprise software environment.
- A track record of building and scaling global teams while maintaining service excellence.
- Strong executive presence with the ability to engage directly with C-level customers and partners.
- Data-driven leadership — using KPIs and customer metrics to improve outcomes.
- A collaborative, customer-first mindset combined with strong business acumen.
Benefits
- Medical, dental and vision plans
- 401(K) participation including company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- company paid holidays
- paid sick leave
- vacation time
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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