VP Customer Experience (Chicago)

Responsibilities

Own the customer service function

• Build and lead the Customer Service team, including hiring, training, performance management, and workforce planning

• Define service tiers, support coverage models, SLAs, and escalation protocols

• Establish service standards that reflect brand and client expectations including governments, enterprises and consumers.

Design & scale service operations

• Implement and manage ticketing systems (e.g., Salesforce Service Cloud, Jira, etc…) and knowledge base platforms

• Create workflows for case intake, triage, prioritization, escalation, and resolution

• Build structured documentation and reporting processes

• Develop onboarding materials, playbooks, and customer-facing support resources

Cross-functional partnership

• Partner with Engineering and Product to escalate bugs, prioritize fixes, and close feedback loops

• Work with Sales and RevOps to ensure smooth handoffs from pre-sale to post-sale support

• Coordinate with Security and Compliance teams on sensitive or security-related inquiries

• Align with Finance and Operations on customer billing or contract-related service matters

Data, reporting & continuous improvement

• Establish KPIs (response time, resolution time, CSAT, NPS, backlog health, SLA adherence)

• Deliver regular reporting to executive leadership

• Identify trends in tickets and recommend product or process improvements

• Build dashboards and operational reviews to monitor service performance

Customer experience leadership

• Act as executive escalation point for high-priority customer issues

• Lead incident response communications when necessary

• Ensure high professionalism and clarity in all external-facing communications

• Build trust with enterprise clients through structured, consistent service delivery

Qualifications

Experience

• 12+ years in customer service, technical support, or customer operations roles

• 5+ years leading and scaling customer service teams

• Experience in high-growth SaaS, cybersecurity, enterprise software, or infrastructure environments

• Demonstrated experience building service processes from early-stage to scale

• Experience supporting enterprise or security-conscious customers

Systems & Tools

• Hands-on experience with ticketing platforms (Salesforce Service Cloud, Jira Service Management, Zendesk, etc.)

• Experience building reporting dashboards and service analytics

• Experience with Salesforce CRM and knowledge management tools

• Comfort working with data to determine staffing and operational decisions

Leadership & Delivery

• Strong team leadership and performance management skills

• Experience defining SLAs and managing escalations

• Proven ability to operate in high-accountability, high-expectation environments

• Clear communicator capable of translating technical issues into structured customer updates