Vice President of Global Customer Support

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

The Vice President of Global Customer Support is responsible for leading the organization’s customer support strategy and operations across domestic and international markets. This executive will oversee the global support organization with accountability for customer retention, service revenue, response and resolution times, customer satisfaction, escalation management, and overall service performance.

This leader will set the vision, strategy, and operating standards for a high-performing global customer support organization while developing leaders and establishing clear objectives, expectations, and accountability across the team.

The Vice President of Global Customer Support will partner closely with Sales, Call Center Operations, Parts, Training, and other cross-functional teams to continuously enhance the customer experience, strengthen aftermarket support capabilities, improve operational efficiency, and identify opportunities for revenue and margin growth.

Extensive domestic and international travel is required to build and maintain key customer relationships, understand market needs, support global teams, and ensure consistent service delivery.

PRINCIPAL ACCOUNTABILITIES

• Own and execute the global customer support strategy and operating model, including workforce planning, service-level standards, technology, processes, and consistent execution across regions.
• Lead, mentor, develop, and evaluate customer support leaders and team members, maintaining a high standard of service and accountability.
• Foster a customer-centric culture focused on delivering an exceptional experience throughout the customer lifecycle.
• Lead multiple direct reports across domestic and international locations.
• Assume full accountability for the global Customer Support budget, including planning, forecasting, resource allocation, and overall performance.
• Develop and execute strategies that contribute to service revenue, margin improvement, customer retention, and overall company growth.
• Establish and monitor key performance indicators related to customer satisfaction, responsiveness, resolution times, service performance, escalations, and operational efficiency.
• Use data and analytics to assess market and customer trends, identify service gaps and develop effective solutions.
• Lead continuous improvement and process improvement initiatives that enhance service quality, responsiveness, scalability, and the overall customer experience.
• Partner closely with Sales, including international sales teams, to understand market needs, support product and service initiatives, and identify opportunities for revenue growth.
• Collaborate with Call Center Operations, Parts, Training, and other functional leaders to provide a coordinated and consistent customer experience.
• Develop programs and service strategies that strengthen customer engagement, loyalty, retention, and organic growth.
• Maintain appropriate staffing levels and organizational capabilities based on customer demand, market conditions, and business priorities.
• Provide executive leadership during complex customer issues and high-priority escalations, ensuring timely resolution and appropriate communication.
• Build and maintain strong relationships with key customers and strategic partners across global markets.
• Promote a culture of integrity, accountability, collaboration, and mutual respect throughout the global customer support organization.
• Ensure customer support processes and resources evolve alongside the organization's products, markets, and global growth.
• Maintain the highest standards of professionalism and integrity in all business interactions.
• Work safely and effectively in office, production facility, and customer job-site environments.

LEADERSHIP ATTRIBUTES

• Enterprise-level collaborative leader who builds high-performing global teams, develops leaders, and aligns cross-functional stakeholders around shared customer and business outcomes.
• Proven ability to develop and execute a global customer support strategy while translating broader business objectives into measurable service priorities.
• Demonstrated ability to navigate complex customer situations and high-stakes escalations with sound judgment, diplomacy, urgency, and accountability.
• Customer-focused executive who understands stakeholder needs and translates customer insights into informed decisions and meaningful action.
• Champions continuous improvement, using data, operational insights, and customer feedback to improve processes, service capabilities, and organizational effectiveness.
• Demonstrates strong commercial acumen with an understanding of the relationship between customer support, aftermarket services, customer retention, revenue, and profitability.
• Maintains a credible executive presence and consistently demonstrates professionalism, composure, and integrity across cultures and business environments.
• Communicates with clarity and influence across all organizational levels and cultures through active listening, compelling presentations, and concise written communication.
• Communicates proactively and transparently, surfaces risks early, establishes clear expectations, and reinforces accountability.
• Comfortable operating in a global environment and building effective relationships with employees, customers, and business partners across multiple regions and cultures.

EDUCATION & EXPERIENCE

• Bachelor’s degree in Business Administration, Operations, Engineering, or a related field required. An advanced degree or an equivalent combination of education and relevant executive leadership experience is preferred.
• 10+ years of progressive customer support, customer service, aftermarket service, or related leadership experience, including at least 5 years leading global or multi-region teams at the Senior Director or Vice President level.
• Experience leading customer support, technical support, field service, aftermarket service, or related operations within manufacturing, industrial equipment, capital equipment, or a comparable global business environment preferred.
• Demonstrated experience establishing service strategies, performance metrics, operating standards, and continuous improvement initiatives across geographically dispersed teams.
• Experience managing budgets and utilizing operational and financial metrics to drive improved service performance and business results.
• Experience partnering with Sales, Parts, Training, Operations, Engineering, and other cross-functional organizations in support of customer needs and business objectives.
• Proven ability to lead organizational change, develop talent, improve processes, and scale customer support capabilities within a growing organization.
• Experience building and maintaining senior-level customer relationships and managing complex customer escalations.

WORKING CONDITIONS

• Ability to work extended or nontraditional hours as business needs dictate, particularly when supporting customers and teams across multiple time zones.
• Ability to work for extended periods in an office environment and at a computer workstation.
• Extensive domestic and international travel is required.
• Regular interaction with customers, employees, and business partners in office, manufacturing, production, training, and customer job-site environments.
• Attendance at industry events, customer meetings, seminars, and training programs may be required.
• Ability to work safely in office, production facility, manufacturing, and customer job-site environments.

GENERAL POSITION REQUIREMENTS

This position description outlines the primary responsibilities and qualifications associated with the role and is not intended to represent an exhaustive list of all duties. Additional responsibilities may be assigned based on business needs.

The duties and responsibilities of the position may be modified as appropriate to support business requirements and provide reasonable accommodations in accordance with applicable requirements.

Successful performance in this role requires the knowledge, skills, judgment, leadership capabilities, and professional competencies necessary to perform the essential responsibilities of the position.