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VP Customer Support
Full-time
Sendcloud is looking for a VP Customer Support who wants to build a world-class Customer Support organization, using automation, LLMs, and proactive tech to solve problems before a human ever needs to get involved. You will lead the team that turns logistics nightmares into moments of trust, ensuring that 30,000+ customers feel supported, heard, and empowered to grow.
The Role
You aren't here to hire an army; you are here to build a scalable machine that delivers a great customer experience. Your mandate is to maintain (or improve) CSAT and response times while 30,000+ merchants scale to 100,000+, without linearly scaling the support staff. You sit at the intersection of Operations, Product, Data and AI.
What You'll Do
The Uncoupling Strategy: Your primary KPI is efficiency. Prove that the company can double ARR without doubling support headcount.
Architect the AI Stack: Own the implementation of next-gen support tools (e.g., custom LLM agents). Train these models to handle Tier 1 inquiries with higher accuracy and speed than a human.
Product-Led Support: Work directly with Product and Engineering to build a self-serving platform.
Data as a Weapon: Turn support conversations into structured data. Provide the Executive Team with granular reports on why customers contact you and drive initiatives to eliminate root causes.
Elevate the Human Team: By automating the mundane, free up human agents to become Logistics or Tech Experts handling high-value, complex situations that AI cannot touch.
Deflection Engineering: Overhaul Help Center, API documentation, and in-app onboarding to ensure users find their own answers instantly.
What You Bring
Automation Native: Track record of implementing AI/Automation in a CS environment (e.g., reducing ticket volume by 30%+ through tech). Comfortable talking about APIs, workflows, and bot logic.
Scale-up Experience: Led CS in a high-growth B2B SaaS environment where efficiency was the priority.
Analytical Rigor: Manage by the numbers. Obsess over Deflection Rate, FRT, TTS, and Cost to Serve.
Product Mindset: Think like a Product Manager. Understand that the best way to reduce tickets is to improve the UX.
Change Management: Know how to lead a human team through a transition to AI.
