Job Description

About Us:Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.We are seeking an experienced and dynamic Vice President of Customer Support to lead and scale our global customer support operations that cover India. This leadership role will drive customer satisfaction, retention, and operational efficiency for all Ideagen product lines. The VP of Customer Support will be responsible for developing and implementing a strategic vision, optimizing processes, building a world-class support team, and ensuring a seamless customer experience. Responsibilities:Strategic Leadership & Customer-Centric Vision

• Define and execute a customer support strategy that aligns with the companys mission and growth objectives.
• Establish and monitor customer support metrics (e.g., CSAT, NPS, first-contact resolution, response times) to ensure customer satisfaction and identify areas for improvement.
• Collaborate with other senior leaders across product, engineering, and customer success to align support goals and enhance the overall customer experience.

Team Building & Development

• Recruit, develop, and lead a high-performing customer support team, including managers, support engineers, and technical support specialists.
• Build a customer-centric culture that values proactive problem-solving, continuous learning, and high-quality service.
• Implement training, mentoring, and career development programs to foster growth and engagement within the team.

Operational Efficiency & Process Improvement

• Drive process enhancements and implement scalable workflows to ensure the team can meet the demands of a growing customer base.
• Leverage tools, technology, and automation (such as CRM systems, AI-driven support, chatbots) to streamline operations, improve resolution times, and enhance support quality.
• Identify and implement strategies for self-service support, knowledge base optimization, and proactive customer education.

Customer Advocacy & Issue Resolution

• Serve as a customer advocate, ensuring customer feedback and pain points are communicated effectively within the organization.
• Oversee the management of escalated issues, ensuring timely and satisfactory resolution.
• Work with the product team to drive improvements based on common support issues, reducing friction and improving product usability.

Data-Driven Insights & Reporting

• Utilize data and analytics to monitor support trends, team performance, and customer satisfaction metrics.
• Provide regular reports to the executive team, highlighting performance, customer insights, and areas for growth.
• Use data to recommend new support initiatives, improve processes, and drive strategic decisions.

Skills and Experience:Education:Bachelor's degree in business, Computer Science, or related field; master's degree is a plus.Skills:

• Strong understanding of SaaS products and customer support best practices.
• Proven track record of building and leading high-performing support teams.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities, with experience using support analytics and CRM tools (e.g., Zendesk, Salesforce).
• Ability to think strategically while also managing day-to-day operations effectively.
• Characteristics: Customer-centric, data-driven, proactive, and adaptable to fast-paced environments.
• If you're a strategic and data-driven leader passionate about customer support in the SaaS space, we encourage you to apply and join our team.

Behaviors

• Ambitious - Drive, Planning & Execution
• Adventurous - Flexibility & Resilience and Savvy Thinking
• Community - Collaboration & Communication

Ideagen