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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in customer operations, focusing on scaling support functions, improving service delivery, and leveraging data-driven insights for strategic decision-making. Proficient in managing complex escalations and fostering cross-functional collaboration to enhance customer experience.
Highest-signal resume keywords
10+ Years Leadership ExperienceOperational Experience in Technical SupportData-Driven Decision MakingCross-Functional LeadershipExecutive-Level Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Support OperationsService Delivery ManagementKPI DevelopmentSLA ManagementCapacity PlanningEscalation ManagementWorkflow ImprovementAI-Enabled Tools IntegrationAutomation ImplementationScalable Solutions Development
Soft Skills
Coaching and DevelopmentProblem SolvingInfluence and PersuasionAutonomous Decision MakingCalm Leadership in Ambiguity
Tools & Technologies
SalesforcePower BIDomoBusiness Intelligence Platforms
Industry Keywords
Customer OperationsCustomer SupportTechnical SupportProfessional ServicesSaaS Environment
About the role
Key responsibilities & impact- Lead, coach, and develop managers and leaders across Customer Support and Customer Solutions.
- Set strategy and operating direction for North American Customer Support and Customer Solutions while supporting consistency across shared global processes.
- Oversee technical support operations, service delivery, support workflows, service-level agreements, escalations, and operational performance.
- Establish and manage measures including customer satisfaction, backlog, service levels, utilization, capacity, quality, and efficiency.
- Identify operational and customer challenges, address root causes, and implement scalable solutions.
- Use data and customer insights to identify trends, guide decisions, and recommend investments, resource allocation, and business priorities.
- Evaluate and integrate AI-enabled tools and automation.
- Partner with Product, Engineering, Sales, Customer Success, and Implementation to strengthen handoffs, escalation pathways, and the customer experience.
- Provide leadership during complex escalations, outages, and other high-impact customer situations.
- Partner with the Senior Vice President, Customer Operations on planning, organizational capacity, and strategic initiatives.
Requirements
What you’ll need- 10+ years of progressive leadership experience in customer operations, customer support, technical support, professional services, implementation, or a related SaaS or technology environment, including experience leading managers or multilayered teams.
- Demonstrated success scaling customer-facing operations, developing leaders, and delivering measurable improvements during periods of growth, transformation, or significant change.
- Strong operational experience across technical support or service delivery, including KPIs, SLAs, customer satisfaction, backlog, capacity planning, and escalation management.
- Proven ability to use data, systems thinking, automation, and AI-enabled tools to identify root causes, improve workflows, and build scalable solutions.
- Strong cross-functional leadership experience with Product, Engineering, Sales, Customer Success, Implementation, or comparable functions.
- Executive-level communication and influence, with the ability to translate operational data into concise recommendations, business cases, and measurable results.
- Ability to operate autonomously, make sound decisions with incomplete information, and lead calmly through ambiguity, change, and high-impact customer situations.
- Preferred: Experience designing or improving support tiers, SLAs, service playbooks, escalation processes, or cross-functional handoffs.
- Preferred: Experience working across multiple products, platforms, or regions.
- Preferred: Experience with Salesforce and enterprise reporting or business intelligence platforms such as Power BI, Domo, or comparable tools.
- Preferred: Earlier-career experience in customer support, technical services, professional services, or implementation.
Benefits
Comp & perks- Fully Remote Work: Work where you're most productive—we trust you.
- Unlimited PTO: Recharge when you need to—we support work-life balance.
- Career Growth: Unlimited access to our Learning & Development library, including our own HSI LMS content.
- Well-Being First: Full medical, dental, vision, and mental health coverage.
- Secure Your Future: Generous $1:$1 401(k) company match—your future is important to us.