VP, Product Support

CentralSquare Technologies • ,

70d

About The Position

The Vice President, Product Support leads CentralSquare's frontline customer support organization, responsible for resolving issues, managing escalations, and representing CentralSquare to its customers. This is a customer-facing leadership role that is undergoing significant change due to the implementation of AI-assisted deflection, agent-assist tools, and automated triage. The VP will collaborate with Customer Support Operations and IT teams to integrate these AI-driven changes into daily operations, ensuring the organization remains customer-focused, efficient, and well-led during this transition. The ideal candidate will have prior experience leading a support organization through similar technological transformations, possessing a strong understanding of AI-assisted support tools to effectively redesign workflows and guide staff through new roles.

Requirements

• Led a support organization through significant change, particularly involving AI-assisted support tools.
• Fluent enough in AI-assisted support tools to partner effectively with Customer Support Operations and IT.
• Ability to redesign workflows and guide staff through new roles.
• Experience in hiring, coaching, performance management, and career development for agents and frontline managers.
• Experience building a culture of accountability, ownership, and continuous improvement.
• Experience developing job descriptions and accountability models for objective performance measurement.
• Experience managing an organization's cost structure and achieving cost targets (e.g., support costs at 3% of ARR).
• Experience improving standard customer and internal communications.
• Experience leading the people side of AI transformation, including redesigning agent workflows and role definitions.
• Experience managing reskilling and career-pathing of existing staff.
• Working fluency with AI-assisted support tools and deflection concepts (net versus gross deflection, containment, AI-assisted resolution rate).
• Experience owning the Salesforce Service Cloud case lifecycle, including case management, routing, escalation workflows, and reporting.
• Experience partnering with Workforce Management on forecasting, scheduling, and capacity planning.
• Experience partnering with Knowledge and Quality Specialist functions.
• Experience designing account ownership functions and processes.
• Experience developing support strategies for Enterprise Accounts.
• Experience defining and monitoring KPIs and service-level standards.
• Experience owning the escalation management process end to end.
• Experience partnering with Product and Engineering on root cause analysis and feeding support themes back into the product roadmap.
• Working understanding of CentralSquare's core software platforms sufficient to guide troubleshooting, escalation triage, and customer conversations.

Responsibilities

• Lead the Product Support organization across Public Administration and Public Safety and Justice product lines, including hiring, coaching, performance management, and career development for agents and frontline managers.
• Build a culture of accountability, ownership, and continuous improvement, and ensure the organization's structure and staffing model keep pace with changing case volume and channel mix.
• Develop job descriptions and an accountability model that objectively measures performance across the organization and builds the talent bench.
• Own the organization's cost structure, achieving and maintaining support costs at 3% of ARR while balancing overtime against full-time staffing levels.
• Improve standard customer communications and internal communications that keep the organization informed of ongoing functional improvements.
• Partner closely with the Customer Support Operations and IT teams on the rollout of AI-assisted deflection, agent-assist, and automated triage tools into daily support operations.
• Lead the people side of the AI transformation: redesign agent workflows and role definitions as automation absorbs routine volume, and manage the reskilling and career-pathing of existing staff into higher-value roles such as escalation specialists, knowledge contributors, and quality reviewers.
• Bring working fluency with AI-assisted support tools and deflection concepts (net versus gross deflection, containment, AI-assisted resolution rate) to conversations with Customer Support Operations and IT.
• Flag where automation is changing customer experience or agent workload in ways that need attention, and hold the line on customer satisfaction and quality as volume shifts.
• Own the Salesforce Service Cloud case lifecycle for the support organization: case management, routing, escalation workflows, and reporting.
• Partner closely with Workforce Management on forecasting, scheduling, and capacity planning, accounting for combined human and AI-assisted workload as deflection changes contact volume by channel.
• Partner closely with the Knowledge and Quality Specialist function to keep the knowledge base accurate, current, and structured in a way that supports both agents and AI-assisted deflection.
• Design an account ownership function and process to reduce friction across the customer base, and develop a support strategy for Enterprise Accounts that leverages the current managed services model.
• Define and monitor KPIs and service-level standards, including case volume, first contact close, customer satisfaction, escalation rate, MTTR against committed SLAs, case backlog (target: less than 2x daily incoming volume), and agent productivity (target: 8 cases per agent per day), and report performance against targets to senior leadership.
• Own the escalation management process end to end, ensuring timely resolution of complex or sensitive customer issues.
• Partner with Product and Engineering on root cause analysis, feeding recurring support themes back into the product roadmap and tracking whether resolved issues reduce future case volume.
• Maintain a working understanding of CentralSquare's core software platforms sufficient to guide troubleshooting, escalation triage, and customer conversations.

Benefits

• Full benefits package including medical, dental, and 401k plans
• Paid holidays
• Open Paid Time Off (PTO) policy
• Paid time off to volunteer during company hours for qualifying nonprofit organizations
• Comprehensive parental leave
• Adoption assistance
• Pet insurance programs
• Tuition reimbursement for approved courses
• Exposure and growth opportunities within CentralSquare, and across the Vista and Bain portfolio

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed