Job Description:
The Vice President of Support owns an integral part of Pluralsight's customer experience and has direct responsibility for the global Support organization. You will oversee the strategy, operations and continuous improvement of our Support function, working closely with cross-functional teams to align the Support initiatives with Pluralsight objectives. And you will ensure our B2C and B2B customers receive world-class support, enhance customer satisfaction and help improve retention. This role reports to the EVP, Success and Services.
Who you're committed to being:
- An customer-centric data-driven leader committed to improving the Support function for a global organization with demonstrated abilities in working cross functionally to transform processes and fundamentally improve customer and business metrics
- A strategic thinker and operational guru, capable of understanding customer needs, developing strategies and executing solutions to address a variety of customer journeys. You embrace new technologies and methods, testing and experimenting is part of your playbook.
- Skilled in supporting customers of all sizes, including B2C, and B2B from SMB and Enterprise.
- You are committed to data-driven decision making and are familiar with Support KPIs and measurement methods related to customer satisfaction, customer experience and team productivity. Further, you are comfortable building and maintaining capacity plans, forecasts and budgets for a complex organization.
- A calm and pragmatic senior leader well versed in successfully managing customer escalations.
- A leader who understands customer urgency and quickly implements action plans, easily identifying when special measures are needed
- A natural collaborator, you partner with cross-functional teams and leaders to help achieve business goals.
- An outstanding communicator, you are authentic and inspire your teams to strive for excellence.
- You are an empathetic leader who puts people first. You coach and mentor, provide vision, leadership and guidance to your direct reports and the greater Global Support team at all levels.
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What you'll do:
- Develop a multi-year strategy, execution roadmap, priorities and investment plan to deliver proactive support vision, deflection and scale/productivity
- Define and manage all operational metrics for the organization from high-level KPIs to individual goals at all levels of the organization
- Implement best practices, continuous improvement, and innovative technologies to optimize support processes, improve service levels, increase customer satisfaction, reduce resolution times, and lower overall operating costs
- Drive the adoption of self-service tools and resources, empowering customers to resolve issues independently while ensuring high customer satisfaction
- Refine issue management processes and oversee the resolution of escalated customer issues, ensuring high-touch support for high-value customers
- Develop and maintain strong relationships with key customers. This includes escalation handling and customer interaction.
- Manage budget and drive capacity/headcount planning as well as identify needs and strategic investments required to improve service levels and customer experience.
- Collaborate effectively with other Pluralsight teams, particularly product and engineering, to identify and mitigate customer experience issues.
Experience you'll bring:
- Your years of experience as a Support leader of global teams across the full spectrum of business segments have prepared you for this role. You care deeply about efficiently aligning customer experience with business objectives.
- Proven track record of leading global support teams for both B2C and B2B customers, including managing and expanding the use of offshore capabilities.
- Strong understanding of SaaS, customer success strategies and the unique challenges of supporting a global customer base.
- Demonstrated experience in setting, executing and then evolving a complex customer support strategic plan.
- Strong knowledge of budgeting, capacity planning and forecasting for a global support function.
- Data-driven mindset with the ability to leverage analytics to drive decisions and improve processes.
- Strong problem solving skills, with the ability to think strategically and execute tactically.
- Exceptional leadership skills, a strong capability for collaboration and the confidence to navigate all levels of the organization.
- Excellent customer management skills, with particular focus on escalated situations and interactions with customer senior leaders.
Requirements:
- 10+ years of experience in customer support, with 5+ years in a support leadership role leading 30+ person organizations in a high-growth SaaS environment.
- Experience managing global teams, across multiple cultures and languages
- Experience with support technologies, preferably Zendesk, and direct experience with various AI and automation tools.
Travel Requirements:
While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Quarterly travel to our HQ in Utah is required for this role.
Why you'll love working here:
- We're remote- and hybrid-friendly
- We're mission driven and guided by our culture pillars
- We have a strong commitment to diversity and belonging
- We cultivate a culture of trust, autonomy, and collaboration
- We're lifelong learners and champion team member growth and advancement
- We've got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.
About us:
We're Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud products, teams can develop critical skills, improve processes and gain data-driven insights.
Learning and development are at the core of who we are. We're out to help every technologist build better, and we're looking for curious, talented people to help us inspire and empower the tech workforce to achieve their goals. Our culture of autonomy, continuous learning, and collaboration creates an environment for growth and empowers us to drive impact through innovation.
Physical and Mental Requirements:
Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.
EEOC Statement
Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.
For more information on Pluralsight's commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.
The annual US base salary range for this role is $186,300 - $230,000 USD. Pluralsight's pay ranges vary based on work location. Talent Acquisition can share more detail during the hiring process when applicable. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. In addition to the base salary, this role may also be eligible for benefits and bonuses.
Applications must be submitted within 90 days after the initial posting date to be considered.