VP Customer Experience (Chicago)
*This position will be onsite 5x a week in Chicago*
We’re seeking a VP of Customer Experience to build and scale an enterprise customer support function from the ground up. This leader will own the end-to-end service model—team, workflows, tooling, SLAs, and performance metrics—while delivering high-quality support across customer segments.
They’ll partner closely with Engineering, Product, and cross-functional teams to drive efficient issue resolution, strong feedback loops, and continuous improvement. The ideal candidate brings experience scaling customer support in high-growth SaaS or technology environments and building processes from early stage to maturity.
Key Responsibilities
• Build and lead the Customer Service team
• Define service models, SLAs, and escalation processes
• Implement ticketing systems and support workflows
• Partner cross-functionally to improve product and customer outcomes
• Track KPIs (CSAT, resolution time, SLA adherence) and drive improvements
• Act as escalation point for critical customer issues
Qualifications
• 10+ years in customer support or operations, with 5+ years in leadership
• Experience in high-growth SaaS or tech environments
• Strong background with ticketing tools and service analytics
• Proven ability to scale teams and processes
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