VP Customer Experience & Customer Support

Jobgether is hiring on behalf of a partner company for a VP Customer Experience & Customer Support in the United States. This senior leader will define and operationalize an end-to-end customer experience strategy while overseeing customer support and proactive customer success teams. The role focuses on improving satisfaction, reducing friction, and driving cross-functional initiatives based on data and customer feedback.

• Define the desired customer experience and align it across all customer touchpoints.
• Lead customer journey mapping to identify pain points and improvement opportunities using data and feedback.
• Oversee day-to-day operations of customer support and proactive customer success teams to ensure timely, empathetic service.
• Establish service standards, SLAs, and performance metrics; track CX and support KPIs (CSAT, NPS, CES, FCR, churn).
• Implement processes, tools, and training programs to improve efficiency, quality, and customer satisfaction.
• Collaborate with product, engineering, marketing, and sales to resolve complex issues and align messaging with customer expectations.
• Conduct root cause analysis for recurring issues and drive cross-functional solutions to enhance the overall customer experience.

• Bachelor’s degree required; advanced education is a plus.
• Minimum 10 years of experience in customer success and/or customer support leadership (preferably in educational publishing or technology).
• Strong analytical skills with the ability to translate data, trends, and metrics into actionable insights.
• Expertise in customer experience frameworks, journey mapping, and service design.
• Proven cross-functional collaboration and stakeholder management experience.
• Experience managing, coaching, and developing high-performing teams.
• Proficiency with support platforms and CX tools; Salesforce preferred.
• Exceptional verbal and written communication, interpersonal, and leadership skills.

• Location: United States (remote).
• Flexible remote work environment with support for home office setup.
• Comprehensive health, dental, and vision coverage.
• Paid time off and holidays.
• Professional development opportunities.
• Mission-driven work impacting student literacy outcomes.
• Collaborative, innovative, high-impact culture.