Vice President of Customer Service

About AppJaxx
AppJaxx is a fast-growing marketing agency that partners with marketing firms, franchisors, business brokers, and B2B service providers to help them scale through LinkedIn lead generation, appointment-setting systems, and automated CRM workflows. By combining data, technology, and strategy, we deliver predictable and sustainable growth for our clients.

As we continue to grow, we’re seeking a Vice President of Customer Service to lead our client experience initiatives, strengthen retention, and ensure every customer interaction reflects the high standards of the AppJaxx brand.

Position Overview
The Vice President of Customer Service will oversee all aspects of client success, support, and satisfaction. This role will be responsible for building scalable systems that enhance the customer experience, improve retention, and drive long-term relationships.

The ideal candidate is a relationship-driven leader with a passion for client success—someone who can blend empathy with strategy to create processes that consistently deliver exceptional service and measurable results.

Key Responsibilities

• Lead and manage the customer service and client success teams to ensure world-class service delivery.
• Develop and implement customer experience strategies that enhance satisfaction, retention, and loyalty.
• Establish and monitor KPIs around response time, resolution rates, client satisfaction, and renewal metrics.
• Collaborate with Sales, Marketing, and Operations to align communication and service standards across the company.
• Build and optimize customer feedback systems to identify opportunities for improvement.
• Develop training programs and performance frameworks to enhance team skills and accountability.
• Handle escalated client issues and ensure swift, effective resolutions.
• Partner with leadership to design scalable service models that support company growth.
• Foster a culture of customer-centricity, ownership, and continuous improvement within the organization.