Vice President , Client Support

Vermont Systems

About The Position

Join our Recreation vertical as a VP, Client Support to make a real impact every day. We say that because we know that every conversation we have, every problem we solve, and every line of code we write is another opportunity for us to enrich our customers’ experiences. Reporting into the President of Recreation, you will work with our Customer Support teams, you will lead a multi-functional, global team focused on delivering exceptional customer experiences. You will be responsible for shaping and executing strategic initiatives that enhance service quality, operational excellence, and employee capability. This role demands a visionary leader with deep expertise in operations, training strategy, and customer experience. Someone who thrives in a fast-paced, matrixed environment and is passionate about helping people succeed.

Requirements

Minimum of 10 years of progressive experience in client support, customer success, or related leadership roles
Proven leadership in operations, customer experience, and training strategy.
Strong analytical skills with ability to interpret data and drive decisions.
Excellent communication, stakeholder engagement, and change management capabilities.
Familiarity with tools like Salesforce, JIRA, Zendesk, and AI-driven support platforms
Ability to persuade and influence stakeholders at all levels and push forward improvements
Ability to maintain personal resilience in pressurized or stressful situations
Ability to effectively present business improvements that are understandable, engaging, and influential
Have extensive experience in managing workforce management teams and tools
Excellent leadership skills with a strong track-record of successfully leading teams
Able to prioritize and manage workload effectively and meet specified deadlines
Excels at identifying problems and providing appropriate solutions
Proactive, self-motivated learner with a strong drive to achieve personal goals

Nice To Haves

Curious and empathetic people
Motivated by meaningful work
Resonate with our core values
Positive outlook
Comfortable with ambiguity
Thrive working in an ever-evolving and complex environment
Big-picture thinkers and doers
Tactical and strategic
Aim high and put people first in everything they do

Responsibilities

Champion customer-centric service design across all channels (chat, email, voice).
Lead strategy development, including frameworks, metrics, and feedback loops.
Collaborate with Product, Engineering, and Commercial teams to embed customer experience into service delivery models.
Drive continuous improvement through VOC insights, CSAT/NPS tracking, and root cause analysis.
Manage global partnerships, ensuring alignment with service standards and cost models.
Lead performance reviews, contract negotiations, and strategic planning.
Implement governance frameworks to monitor quality, compliance, and operational efficiency.
Drive transformation initiatives, including location strategy and contractor transitions.
Partner with senior stakeholders in Engineering, HR, Product, and Commercial.
Represent Customer Support in strategic forums and transformation programs.
Foster a culture of accountability, innovation, and continuous improvement.