VP, Client Support & Experience

SWIVEL; San Antonio (TX); Presencial; USD 180 000 - 320 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive compensation package

Work/Life balance

Employee engagement awards

Career growth opportunities

Resumo da oferta

SWIVEL is seeking a VP of Client Support to lead our client support organizations and deliver a scalable, high‑quality experience across products and services. You will set the operating model, standards, staffing, and performance expectations while partnering with Product, Engineering, Implementations, and Customer Success to resolve issues and improve the overall client journey.

You will report to the COO and drive strategic direction, mentoring, and accountability for a culture of ownership,

Responsabilidades

• Owns the end‑to‑end client support experience across all tiers, including self‑service, frontline, and escalation with Product/Engineering partnership.
• Defines and maintains service standards, operating procedures, escalation paths, and governance practices to ensure timely, consistent issue resolution.
• Monitors KPIs, SLAs, capacity, backlog, and client feedback to drive continuous improvement and higher client satisfaction.
• Leads a high‑performing, scalable client support organization, including staffing plans, career paths, and leadership development.

Descrição da oferta de emprego

SWIVEL is seeking a VP of Client Support to lead our client support organizations and deliver a scalable, high‑quality experience across products and services. You will set the operating model, standards, staffing, and performance expectations while partnering with Product, Engineering, Implementations, and Customer Success to resolve issues and improve the overall client journey.

You will report to the COO and drive strategic direction, mentoring, and accountability for a culture of ownership,