VP, Customer Support (US)

Enseo, LLC•Plano, TX

15h•$180,000 - $185,000•Hybrid

About The Position

At Enseo, we’re redefining what hospitality technology can be. We provide the technology for modern hospitality — helping hotels across the U.S., Canada, and Mexico deliver personalized digital guest experiences while simplifying operations behind the scenes. Our solutions enable hotel teams to improve guest satisfaction, operate more efficiently, and unlock new revenue opportunities. From in-room entertainment and reliable connectivity to guest engagement and property-wide insights, Enseo’s platform supports some of the most recognized hotel brands in the industry. Our technology powers more than 84 million guest experiences each year across over 330,000 rooms. The Vice President, Customer Support owns Enseo’s customer support function across all channels and tiers, the proactive monitoring of deployed customer environments, and the executive-level account escalation function. This role is accountable for the customer experience from first contact through final resolution, for catching issues before customers call, and for being the single operational point of accountability when senior customer or executive attention is required. The VP leads a global, multi-site organization spanning the United States and the Philippines, responsible for keeping deployed hospitality technology running at thousands of properties, and is measured on customer satisfaction, response and resolution speed, proactive issue detection, escalation discipline, and the operational efficiency of the support footprint.

Requirements

Ten or more years of progressive customer support leadership experience, with at least five years leading multi-tier support organizations at director level or above
Demonstrated experience leading global, multi-site support operations including offshore delivery (Philippines, India, or comparable)
Track record running 24x7 contact centers serving B2B customers in technology, hospitality, telecom, managed services, or comparable industries
Experience building or significantly scaling a proactive monitoring, NOC, or customer health function as net-new operational capability
Demonstrated ability to serve as the executive operational point of accountability on top-customer escalations, including direct interaction with senior customer stakeholders
Willingness and demonstrated history of being reachable and responsive outside of business hours for major customer-impacting events
Strong command of contact center operations including workforce management, ACD/ticketing platforms, knowledge management, and quality programs
Proven ability to translate operational data into executive narratives and board-ready reporting
Experience managing a meaningful operating budget with accountability for cost-to-serve outcomes
Bachelor’s degree or equivalent professional experience
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

Experience supporting hospitality, multi-dwelling, or large-property-portfolio customers
Background supporting installed hardware, network infrastructure, or AV/IT systems in addition to software
Experience with NetSuite, Salesforce Service Cloud, ServiceNow, Zendesk, or comparable support platforms
Experience with monitoring and observability platforms (Datadog, SolarWinds, LogicMonitor, PRTG, or comparable)
Experience standing up or scaling a Manila-based (or offshore) operation, or working closely with Philippine BPO partners
Experience with problem management and ITIL service operations practices
Six Sigma, Lean, or comparable process improvement certification

Responsibilities

Own the performance of the frontline support contact center across phone, ticket, chat, and email channels
Establish and maintain service level targets for response time, time to first action, and resolution by severity and customer tier
Build workforce management discipline including forecasting, scheduling, shrinkage management, and 24x7 coverage planning
Define and enforce ticket handling standards, documentation requirements, and quality assurance review cycles
Maintain a tiered support model with clear criteria for Tier 1, Tier 2, and Tier 3 routing
Drive first-contact resolution and reduce unnecessary escalations through training, knowledge management, and tooling
Own contact center technology stack decisions in partnership with IT, including ACD, ticketing, knowledge base, and customer communication platforms
Stand up and lead Enseo’s proactive monitoring function as net-new operational capability, including the operational watch team, alert response workflows, and proactive ticket creation off telemetry
Define the proactive monitoring strategy: coverage targets, alert framework, watch operations model, and staffing footprint across US and Manila
Partner with Systems Engineering on monitoring instrumentation, alert tuning, telemetry sources, and observability platform investments; consume monitoring signal and own the operational response
Build and run a property health framework covering uptime, recurring incident patterns, firmware compliance, and at-risk property identification
Own firmware advisory and known-issue notification programs to deployed properties
Establish proactive outreach motions for at-risk accounts, post-incident follow-up, and major release readiness checks
Report customer health and proactive performance metrics to the COO and to customer business reviews
Own the escalation framework and SLAs that govern how tickets move from Tier 1 and Tier 2 into Tier 3 engineering teams in Systems Engineering
Define escalation criteria, handoff documentation standards, and acceptance gates so Tier 3 engineers receive clean, actionable tickets
Drive Tier 3 ticket resolution outcomes through aging reviews, structured reporting, and the cross-functional escalation governance forum
Run the recurring escalation governance forum (Customer Support, Systems Engineering, Product) with visible accountability for top tickets, top customers, and aging backlog
Maintain a problem management practice that identifies recurring issues, drives root cause analysis through Engineering, and tracks permanent fixes back into release cycles
Maintain a known-issues and workaround library so frontline tiers can deflect and contain issues without unnecessary escalation
Own the post-incident review process for major customer-impacting events, including root cause documentation and corrective action tracking
Serve as the single operational point of accountability for executive-level customer escalations, including issues raised directly to the President, Hospitality, the COO, or the CEO
Maintain 24x7 reachability for executive escalations and major customer-impacting events
Own the operational response on hot accounts: convene Systems Engineering, Product, field resources, and account teams as needed; drive to closure; communicate status to the executive sponsor
Establish a structured cadence with Sales, CSM, and Account Management on at-risk accounts and named customer watch lists
Own customer-facing executive communication on major incidents, including status updates, root cause communication, and corrective action commitments
Build the playbooks, on-call rotations, and escalation paths that make executive response repeatable rather than heroic
Own the global support delivery model with the Director, Philippines Operations as a direct report
Define the work split between US and Manila operations by channel, tier, customer segment, and time zone coverage
Establish consistent standards, training, quality, and tooling across both sites so customer experience is location-agnostic
Drive cost-to-serve optimization through deliberate placement of work in the most appropriate location, including evaluation of Manila as the primary delivery site for the new proactive monitoring function
Maintain workforce continuity and resilience across sites, including failover plans for site-level disruptions
Build career paths and development programs that span both sites and retain top talent in each location
Own customer satisfaction measurement across the support lifecycle, including CSAT, NPS for support interactions, and customer effort scoring
Establish a closed-loop process for acting on customer feedback, with visible accountability and timelines
Partner with Sales, CSM, and Account Management on top-customer escalations, executive sponsor cases, and at-risk accounts
Represent the voice of the customer in product, engineering, and operations forums, including recurring readouts on top issues, defect trends, and customer pain points
Own the support knowledge base as a first-class operational asset, with content standards, ownership, freshness reviews, and usage analytics
Build onboarding and continuous training programs across both sites covering Enseo products, hospitality customer context, technical fundamentals, and customer interaction skills
Run a quality assurance program with calibrated scoring, coaching loops, and tie-in to performance management
Maintain certification standards for tier advancement and specialized product or customer-segment coverage
Partner with Systems Engineering to ensure Tier 1 and Tier 2 teams receive structured technical enablement on new releases, known issues, and emerging product behavior
Establish the operational reporting cadence covering volume, SLA performance, escalation rates, backlog, CSAT, proactive ticket rates, and cost-to-serve
Build executive-level reporting suitable for COO, customer business reviews, and board reporting cycles
Drive structured continuous improvement on top defect categories, top-volume drivers, and top-cost workflows
Own support cost management including headcount planning, technology spend, and offshore-onshore mix
Partner with Product and Systems Engineering on support-readiness gates for new product introductions and major releases
Schedule Adherence and Workforce Utilization