VP, Global Customer Experience & AI Strategy

SimplePractice; United States; On-site; USD 228,000 - 285,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) with match

Flexible time off

Mental health resources

Parental leave

ERGs

Job summary

SimplePractice is seeking a VP of Customer Support to reshape how support contributes to the clinician experience. You will lead a 150-person team across email, chat, and phone, report to the Chief Commercial Officer, and design a proactive, personalized support model that integrates with Product.

You will drive change management, implement AI-driven improvements, and define the future customer journey. This role requires a strategic leader with a strong operational discipline and a

Qualifications

• 10+ years in customer support or customer experience leadership.
• Demonstrated change management with measurable results.
• Experience deploying AI in a support organization and partnering with Product/Engineering.

Responsibilities

• Design and scale a tiered support model across channels and products.
• Define and enforce SLA and quality standards for multi-channel support.
• Own AI strategy and roadmap for the support organization and drive adoption.

Skills

Customer experience leadership

Change management

AI in support

Cross-functional collaboration

Strategic planning

Job description

SimplePractice is seeking a VP of Customer Support to reshape how support contributes to the clinician experience. You will lead a 150-person team across email, chat, and phone, report to the Chief Commercial Officer, and design a proactive, personalized support model that integrates with Product.

You will drive change management, implement AI-driven improvements, and define the future customer journey. This role requires a strategic leader with a strong operational discipline and a