✨ About The Role
- The Vice President of Customer Support will oversee global customer support operations for Genesys.
- This role involves driving operational excellence and optimizing processes to enhance customer satisfaction and loyalty.
- The VP will implement AI-driven automation and self-service capabilities to improve efficiency in support operations.
- The position requires collaboration with cross-functional teams, including Product, Engineering, and Customer Success.
- The VP will be responsible for establishing KPIs and SLAs to measure and improve performance in customer support.
âš¡ Requirements
- The ideal candidate will have extensive experience in leading global customer support operations, particularly in a SaaS environment.
- A strong background in cloud infrastructure and AI-driven customer support solutions is essential for success in this role.
- Proven leadership skills with the ability to recruit, mentor, and develop high-performing teams is crucial.
- The candidate should possess a customer-first mindset, emphasizing empathy and responsiveness in support operations.
- Experience in defining and executing customer-centric strategies aligned with business models is necessary.