VP of Customer Support

SimplePractice

18h • $228,043 - $285,054

About The Position

SimplePractice is seeking a VP of Customer Support to lead the strategy, operations, and execution of a 150-person support organization serving health and wellness clinicians. Reporting to the Chief Commercial Officer, this leader will shape personalized and proactive support experiences across email, chat, and phone, and work closely with Product to make support an integral part of the product experience. The role includes evolving the support operating model, defining how AI and human support should work together, and leading organizational change that translates into new structures, processes, and daily practices. The VP will also own support cost, quality, and customer experience as connected business outcomes.

Requirements

• 10 or more years of customer support or customer experience leadership.
• At least 5 years at VP or equivalent level, owning a team of meaningful scale.
• Exceptional change-management skill and a demonstrated record of transforming how a large team thinks and operates, with clear results.
• Ability to connect team skills, structure, and processes to customer outcomes and establish measurement discipline.
• Direct experience building a tiered support model, such as premium, scaled, or product- or business-line-specific support.
• Direct experience deploying AI in a support organization to improve customer experience, with clear judgment about where automation is appropriate.
• Strong technical fluency and demonstrated experience partnering with Product and Engineering, including on new product launches.
• Commercial mindset and understanding of how support contributes to retention, expansion, and brand.
• Curiosity, bias to action, and ability to form a point of view quickly and move forward.

Nice To Haves

• Experience with an SMB customer base strongly preferred.
• Healthcare software experience is a plus but is not required.
• Experience managing distributed or global teams, including nearshore hubs, is a plus.

Responsibilities

• Design and scale a tiered support model spanning premium, scaled, and product-specific support.
• Set service-level agreement and quality standards across email, chat, and phone, and establish consistent handoffs between channels.
• Build a unified operating model and standard of experience across product categories.
• Own the support organization’s AI strategy and roadmap, and lead adoption in ways that improve customer experience.
• Determine where technology can extend team capability and where human judgment and warmth are most important.
• Develop the internal capability to evolve the support model as technology and customer expectations change.
• Partner with Product to co-design support experiences that integrate AI, self-service, and human support.
• Partner with Product and Engineering to incorporate customer insights into the roadmap and build support into new product launches.
• Represent the voice of the customer in company strategy discussions.
• Own and report on support cost, quality, and customer experience as connected business outcomes.
• Recruit, develop, and retain a strong leadership bench across a large, geographically distributed team.
• Improve team coverage and availability to meet clinicians’ support needs.
• Lead a significant organizational transformation that changes how the team understands its role in customer experience.
• Translate the transformation into team structures, workflows, and daily habits, and develop managers’ ability to sustain it.
• Connect team skills, training, and process improvements to measurable customer outcomes.

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave and Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)
• Employees may be eligible for an annual bonus or commission; some roles may also be eligible for overtime pay.

What This Job Offers

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