VP, Customer Experience & Support Transformation
SimplePractice
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Benefits offered by this job
Job summary
SimplePractice is seeking a VP of Customer Support to reinvent clinician support, owning strategy, operations, and execution for 150+ teammates across email, chat, and phone. You will partner with Product and Engineering to design a future-ready, AI-enabled support experience, delivering measurable improvements in customer outcomes.
You bring 10+ years of leadership in customer support, a proven ability to drive transformational change, and a strong commercial mindset focused on retention and
Qualifications
- 10+ years in customer support or customer experience leadership at VP level.
- Proven ability to shift large teams and organizations through transformational change.
- Track record of aligning team structure and metrics to outcomes.
- Experience deploying AI in support to improve customer experience.
- Strong collaboration with Product and Engineering to launch new features.
Responsibilities
- Design and lead a tiered, scalable support model across channels.
- Define SLA quality standards and consistent cross-channel handoffs.
- Own AI strategy and roadmap for the support organization to improve experience.
- Partner with Product and Engineering to embed support in product design.
- Leverage data to connect team actions to measurable customer outcomes.
- Recruit, develop, and retain a distributed leadership bench.
Skills
Job description
SimplePractice is seeking a VP of Customer Support to reinvent clinician support, owning strategy, operations, and execution for 150+ teammates across email, chat, and phone. You will partner with Product and Engineering to design a future-ready, AI-enabled support experience, delivering measurable improvements in customer outcomes.
You bring 10+ years of leadership in customer support, a proven ability to drive transformational change, and a strong commercial mindset focused on retention and
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