VICE PRESIDENT, CUSTOMER SUPPORT

Vice President, Customer Support

Minneapolis,MN / Total Expert Customer Support / Full-Time VP of Customer Support will be responsible for delivering a world-class customer support experience to Total Experts rapidly expanding customer base.

You will be responsible for a team of Tier 1 and Tier 2 Technical Support Engineers and Support Management. You will design and drive the strategy for our Support organization, including hiring / planning, technology solutions to improve efficiencies and reduce costs, and organizational design.

Daily responsibilities include managing the Support Leads / Managers who oversee capacity planning & shift management and team development.

Excellent operational management and outstanding leadership skills are required for this position. Exciting work you'll do :

• Establishing and executing on a strategic vision designed to deliver Customer Support experiences that serve as a competitive differentiator.
• Creating and driving adoption of Customer Support policies to support the business goals of Total Expert.
• Creation, measurement, achievement and reporting of departmental performance metrics and financial targets including key performance indicators, budget related metrics, scalability / cost metrics, forecast metrics based on growth and team, personnel and client performance metrics.
• Develop capacity and workforce forecasting planning to keep pace with business and customer growth.
• Define team structure and roles with vision for future growth.
• Serve as a strategic and operational resource to key stakeholders across the business, consulting with them regarding work processes directly and indirectly impacted by Customer Support processes.
• Management, coaching and support for Customer Support leadership team members.
• Act as senior point of escalation for customer issues.
• Ensure efficient communication and visibility of issues within team and other departments within the organization.
• Works closely with company leaders to meet business goals and contribute to company growth.
• Handle and complete special projects or additional duties as assigned.

What we are looking for :

• Bachelors Degree along with 5+ years in a similar senior management role is required.
• 8+ years experience in Software and / or technical client facing support in multiple medias (Phone, email, chat, online assistance programs).
• Proven experience with successfully scaling a Support organization across multiple products.
• Articulate with excellent verbal and written communication skills.
• Ability to recruit and retain high quality talent.
• Ability and desire to mentor, teach and improve best practices.
• Ability to work independently and productively in a dynamic environment, as well as being a solutions-oriented team player.
• Ability to establish, articulate and drive big picture vision for the department.
• Ability to think creatively, highly driven and self-motivated.
• Excels in high levels of uncertainty and change.

Total Wellness : We believe that living a balanced life leads to more creativity and productivity. Total Expert offers the following benefits to support employees in their pursuit of Total Wellness.

Physical Wellness : Medical, Dental & Vision Coverage Prescription Drug Coverage GymPass Health Advocate Program Flexible Time Off Program

Financial Wellness : Health Savings Account, Flexible Spending Accounts & Disability Protection Life & Voluntary Life Coverage Paid Parental Leave Pet Insurance 401(k) Retirement Savings Plan & Matching Program Employee Referral Bonus

Total Expert is the leading fintech software company that delivers purpose-built CRM and customer engagement for modern financial institutions.

The Total Experience Platform unifies data, marketing, sales, and compliance solutions to provide a cohesive experience across the customer lifecycle.

At Total Expert, we strive for excellence, innovation, and customer success in everything we do. We are determined to reimagine the way people and technology work together so that we can allow our customers to build more meaningful, human connections with their customers.

Total Expert's Awards & Accolades : Named to the Inc. 500 list for the third year in a row (#288 in 2020), 3rd fastest-growing Minneapolis-based company, and in the Top 40 fastest-growing software companies in the nation on the 2020 Inc.

500 list. America's Best Startup Employers 2021 list by Forbes Deloitte Tech Fast 500 Top Workplace by the Minneapolis-St.

Paul Star Tribune (2018, 2019, 2020) HousingWire Tech100 (2020) Tech 20 - Twin Cities Business (2020)

Our most successful people have a teamwork makes the dream work mindset, operate with a strong sense of urgency, have an entrepreneurial spirit, and are solutions-oriented. Come join us!