Position SummaryCrexendo VIP Services is looking for a Director of Customer Support to lead the teams that keep our VIP customers connected, confident, and successful on the VIP platform. This leader owns the day-to-day performance of VIP Support and sets the standard for a world class support experience across every tier and every channel.
Core ResponsibilitiesService Strategy and Vision- Set the strategy, structure, and operating model for VIP Support, and position the function as a driver of customer satisfaction, retention, and expansion.
- Design a tiered service model that includes a premium, concierge level experience for the highest value VIP accounts and critical services.
- Mature the organization over time, moving from ad hoc effort to a scalable, well documented service capability with clear ownership for every request.
- Benchmark against leading support organizations in UCaaS and SaaS, and continuously evolve the model toward better customer outcomes.
Support Operations and Escalation Management- Own service level performance, severity governance, and escalation orchestration across all support tiers, from frontline response through advanced engineering escalation.
- Serve as the senior escalation point for high priority, customer impacting incidents, driving unified communication and fast resolution.
- Establish and enforce the SOPs, playbooks, and runbooks that ensure a consistent, high quality service experience, informed by ITSM (IT Service Management) discipline.
- Build and maintain a knowledge centered service model and QA program that keeps support accurate, consistent, and scalable.
- Identify patterns across tickets and incidents, and lead proactive initiatives that reduce volume and recurrence at the source rather than absorbing repeat work with headcount.
Cross Team CollaborationThis role is a connective hub across the VIP customer lifecycle. Success depends on tight partnership with the sibling departments and Engineering.
- Implementation and Onboarding: partner on a clean handoff from deployment to steady state support, feed field learnings back into the onboarding playbook, and reduce early life tickets through better day one readiness.
- Enablement: keep training material, knowledge base articles, and certification paths current, and surface the real world gaps agents hit so the content stays practical.
- Platform Operations: collaborate with PlatOPS on platform health, change awareness, incident coordination, and the feedback loop that turns recurring support signals into platform level fixes.
- Engineering and Product: monitor customer impacting defects, prioritize fixes, and carry the voice of the customer and root cause insight into roadmap and reliability discussions.
Carrier, Vendor, and Partner Management- Own the operational relationships with carriers and upstream vendors, including escalations, number and DID management, trunk group issues, and service quality.
- Manage support tooling and vendor relationships so the team has the systems and integrations it needs to operate efficiently, and hold vendors accountable to cost and performance.
- Represent VIP Support in partner facing escalation and process discussions, and shape joint support models with integration and channel partners.
AI Forward Operations and Enablement- Champion an AI forward approach across VIP Support, making AI a default first step for triage, response drafting, knowledge surfacing, and root cause analysis.
- Drive adoption of AI assisted workflows and self-service deflection that reduce ticket volume and speed resolution while protecting quality and the human touch on critical accounts.
- Keep the team current on emerging AI capabilities and embed them into runbooks, onboarding, and the knowledge base, and track measurable adoption and efficiency gains.
People Leadership and Development- Lead, coach, and grow team leads and individual contributors, set clear expectations and KPIs, and run a consistent operating rhythm with regular retrospectives.
- Own staffing strategy and coverage models across tiers, and manage the support budget with an eye to cost to serve and smart investment in people, training, and tooling.
- Build career paths and skill development plans that keep tenured team members engaged and reduce attrition in a demanding support environment.
- Foster a supportive, accountable, and customer first culture where the team feels equipped to do its best work and is recognized for their efforts.
Customer Experience and Advocacy- Own the overall support experience for VIP customers and treat every interaction as a reflection of the Crexendo VIP brand.
- Personally engage on the most sensitive escalations and executive relationships, and represent support in service reviews such as QBRs and MBRs for key accounts.
- Turn customer feedback, survey data, and escalation patterns into a concrete improvement roadmap with owners and timelines.
- Protect and grow customer trust through firm, honest, and evidence grounded communication, especially during incidents and difficult conversations.
Data, Reporting, and Continuous Improvement- Own the support reporting framework, including CSAT, NPS, SLA attainment, average resolution time, first contact resolution, backlog, and reopen rate, and report performance to leadership.
- Build client facing dashboards and reporting that demonstrate value and transparency to VIP customers.
- Translate data and trends into clear, actionable insights and continuous improvement initiatives.
- Contribute to compliance and quality initiatives, including SOC 2 aligned process discipline and consistent documentation, and prepare executive and board level summaries that connect support performance to business outcomes.
QualificationsRequired- Seven or more years of customer support, technical support, or customer success experience, with at least three years leading teams, ideally in UCaaS, VoIP, telecommunications, or SaaS.
- A track record of running multi-tier support organizations and hitting service level and satisfaction targets at scale, including experience leading other leaders.
- Strong command of support metrics and service economics, and the judgment to know which numbers matter and when.
- Proven ability to partner across implementation, enablement, operations, and engineering functions to deliver a unified customer experience.
- Hands on experience with modern support tooling such as Zendesk, Zoho, Hubspot, Jira, or comparable ticketing and knowledge platforms.
- An AI forward mindset, with a habit of using AI in daily work and a track record of leading a team to adopt it with confidence.
- Excellent written and verbal communication, with the ability to move fluidly between a frontline agent, an engineer, and a customer executive.
Preferred- Direct experience with the NetSapiens platform or a comparable hosted communications platform.
- Working knowledge of SIP, call quality troubleshooting, and packet capture analysis, enough to lead credibly on complex escalations.
- Experience owning carrier and vendor relationships, including escalations, number management, and service quality.
- Familiarity with ITSM frameworks such as ITIL, and with knowledge centered service and self service support models.
- Familiarity with compliance frameworks relevant to communications and customer data, including SOC 2 and HIPAA.
