VP of AI-Driven Customer Support & Experience

simplepractice55; United States; Remote; USD 200,000 - 320,000; Full time

Job summary

SimplePractice is seeking a VP of Customer Support to reimagine how we support clinicians and shape the customer experience. You will own strategy, operations, and an organization of about 150 people spanning email, chat, and phone, reporting to the Chief Commercial Officer.

The role requires a strong change agent with a clear AI-led vision and a track record of building scalable, high-impact support. You will partner with Product and Engineering to embed support in the product roadmap, design

Qualifications

• 10+ years in customer support or customer experience leadership, including at least 5 years at a VP or equivalent level owning a team of meaningful scale.
• Exceptional change management skill, with a track record of shifting how a large team thinks and operates, not just issuing new policy. You can speak to a specific transformation you led, from strategy through implementation, with clear results
• Demonstrated ability to connect team skills, structure, and process directly to customer outcomes, and to build the measurement discipline to prove it
• Direct experience building a tiered support model, such as premium, scaled, and product or line of business specific support
• Direct experience deploying AI in a support organization t

Responsibilities

• Design and scale a tiered support model to match effort and experience to customer need.
• Set clear SLA and quality standards across email, chat, and phone, and build a consistent handoff process between channels
• Build one operating model and standard of experience across all product categories
• Own the strategy and roadmap for AI across the support organization, and drive its adoption in a way that improves the customer experience
• Partner with Product to co-design the future of the support experience, including how AI, self-service, and human support work together as one system
• Partner closely with Product and Engineering so customer insight shapes the roadmap, and new products launch with support built in from the start
• Represent the voice of the customer in company strategy discussions
• Own support cost, quality and experience as connected business outcomes and report on them accordingly
• Recruit, develop, and retain a strong leadership bench across a large, geographically distributed team
• Improve team coverage and availability to meet clinicians where and when they need help
• Lead the organization through a significant shift, resetting how the team thinks about its role in the customer experience, not just what it does day to day
• Translate that shift into new team structures, workflows, and daily habits, and build the manager capability to sustain it
• Connect team skills, training, and process improvements directly to measurable customer outcomes

Skills

Leadership

Change management

AI in support

Cross-functional partnership

Customer outcomes

Job description

SimplePractice is seeking a VP of Customer Support to reimagine how we support clinicians and shape the customer experience. You will own strategy, operations, and an organization of about 150 people spanning email, chat, and phone, reporting to the Chief Commercial Officer.

The role requires a strong change agent with a clear AI-led vision and a track record of building scalable, high-impact support. You will partner with Product and Engineering to embed support in the product roadmap, design