Global Head of Customer Support & Experience

LHH; Fort Myers (FL); On-site; USD 180,000 - 290,000; Full time

Job summary

LHH is seeking a Vice President of Global Customer Support to lead the strategy and operations for domestic and international markets. The role focuses on customer retention, service revenue, response times, and escalations, with a focus on building a high-performing, metrics-driven organization.

The leader will set vision, standards, and accountability while partnering with Sales, Call Center Operations, Parts, Training, and other teams to improve customer experience and aftermarket support

Qualifications

• 10+ years in customer support leadership.
• 5+ years leading global or multi-region teams at Senior Director or VP level.
• Experience in manufacturing/industrial equipment/global business environment preferred.

Responsibilities

• Own and execute the global customer support strategy and operating model, including workforce planning, service levels, technology, processes, and regional consistency.
• Lead, mentor, develop, and evaluate customer support leaders and teams with high standards of service and accountability.
• Foster a customer-centric culture focused on exceptional experience across the lifecycle.
• Lead multiple direct reports across domestic and international locations.
• Own the global Customer Support budget, including planning, forecasting, and resource allocation.
• Develop and execute strategies that contribute to service revenue, margin improvement, customer retention, and growth.
• Establish and monitor KPIs for customer satisfaction, responsiveness, resolution times, and service performance.
• Use data and analytics to assess market trends, identify service gaps, and implement solutions.
• Lead continuous improvement initiatives to enhance service quality, responsiveness, and scalability.
• Partner with Sales, Parts, Training, and Operations to support customer needs and growth.
• Collaborate with functional leaders to ensure a coordinated customer experience.

Skills

Global leadership

Customer support strategy

Cross-functional collaboration

Budget management

Data-driven decision making

Travel readiness

Education

Bachelor’s degree in Business Administration, Operations, Engineering, or related field

Advanced degree preferred

Job description

LHH is seeking a Vice President of Global Customer Support to lead the strategy and operations for domestic and international markets. The role focuses on customer retention, service revenue, response times, and escalations, with a focus on building a high-performing, metrics-driven organization.

The leader will set vision, standards, and accountability while partnering with Sales, Call Center Operations, Parts, Training, and other teams to improve customer experience and aftermarket support