VP of Customer Service

PT. IMMERO CHAEL'S NETWORK is seeking a Vice President of Customer Service to lead its global customer service strategy and operations. The role is responsible for developing service frameworks, overseeing performance and escalations, implementing CRM and AI-enabled solutions, and building high-performing customer service teams.

Responsibilities:

• Lead the company’s global customer service strategy, ensuring consistent, high-quality service across all customer touchpoints and communication channels
• Develop and implement customer service policies, processes, standards, and performance frameworks aligned with business objectives
• Oversee day-to-day customer service operations, including service delivery, escalations, issue resolution, and customer support performance
• Establish and monitor key customer service metrics, including customer satisfaction, response time, resolution time, retention, service quality, and operational efficiency
• Analyze customer feedback, complaints, service trends, and operational data to identify improvement opportunities and recurring issues
• Partner closely with Sales, Marketing, Product, Operations, Technology, Risk, and Compliance teams to improve the overall customer experience
• Implement scalable customer service technologies, CRM platforms, automation, AI-enabled solutions, and self-service capabilities to improve efficiency and service quality
• Develop customer escalation and issue-resolution frameworks to ensure complex customer concerns are addressed quickly and effectively
• Lead workforce planning, capacity management, staffing strategies, and performance management for customer service operations
• Build, mentor, and develop high-performing customer service leadership and support teams
• Establish continuous improvement programs to streamline workflows, reduce service costs, and enhance customer satisfaction and loyalty
• Provide executive leadership with regular reports and recommendations regarding customer service performance, operational risks, customer trends, and improvement initiatives

Requirements:

• 15+ years of progressive experience in customer service, customer operations, customer experience, or a related field
• 8+ years of senior-level leadership experience managing large-scale or global customer service organizations
• Proven experience developing and implementing customer service strategies, operating models, service standards, and performance management systems
• Extensive experience managing customer support operations, escalations, workforce planning, service quality, and operational performance
• Demonstrated experience using CRM systems, customer analytics, automation, AI-enabled tools, and digital service platforms
• Proven ability to collaborate effectively with C-suite executives and cross-functional leadership teams
• Experience building, leading, and developing high-performing customer service organizations
• Strong strategic planning, operational management, problem-solving, communication, and customer relationship management skills
• Bachelor's degree in Business Administration, Management, Communications, or a related field required
• MBA or relevant advanced qualification preferred