LINQ · 7 hours ago
Vice President, Customer Support
Austin, TX
Full-time
Hybrid
Director/Executive
15+ years expemslinqinc is a high-growth software company focused on empowering K-12 district teams. As the Vice President of Customer Support, you will lead the customer support function, ensuring exceptional customer experiences and driving satisfaction, retention, and loyalty.
Software
Responsibilities
Develop and execute the overall customer support strategy aligned with the company's goals and objectives
Drive initiatives to enhance customer satisfaction, retention, and loyalty through exceptional support experiences
Collaborate with cross-functional teams to integrate customer feedback into product development and improvement processes
Lead, mentor, and inspire a team of customer support managers and representatives
Set clear objectives, provide regular feedback, and facilitate professional growth and development opportunities for team members
Foster a culture of accountability, collaboration, and continuous improvement within the customer support organization
Develop and optimize support processes and workflows to ensure efficiency and effectiveness
Beat key performance indicators (KPIs) and metrics to measure and track the performance of the customer support function (First Time Response, Backlog, Time to Resolution, CSAT)
Analyze data and trends to identify areas for improvement and implement solutions to enhance the overall support experience
Oversee the resolution of escalated customer issues and complaints, ensuring timely and satisfactory outcomes
Proactively engage with customers to gather feedback, address concerns, and identify opportunities to enhance the customer experience
Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate for their needs
Evaluate and implement customer support technologies and tools to streamline processes and improve productivity
Stay current with industry trends and best practices in customer support technology, incorporating innovations to enhance service delivery
Build out AI capabilities (QA Program, Chat, Email, Voice)
Qualification
Required
Bachelor's degree in Business Administration, IT, Computer Science or related field
15+ years of Support including 10+ years of Leadership in high-growth, fast pace SaaS Companies
Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and objectives
Excellent communication and interpersonal skills, with the ability to interact effectively with customers, employees, and senior management
Analytical mindset with the ability to leverage data and metrics to drive decision-making and continuous improvement
Demonstrated strategic thinking and problem-solving abilities, with a focus on delivering exceptional customer experiences
Willingness to travel occasionally for customer visits, conferences, and other business-related events
Flexibility to work non-standard hours as needed to support global and nationwide customers and team members in different time zones
Preferred
Experience with customer support technologies and tools (e.g., Chat, zoom, salesforce, AI, ticketing platforms)
Benefits
401(k) plan comes with a 4% employer match on total earnings (not just your base salary)
Company bonus or target sales commission
Open Paid Time Off Plan
Paid Parental Leave
Ten paid holidays each year
16 paid volunteer hours
Medical, dental and vision coverage
Employer-paid Short-Term Disability, Long Term Disability, Basic Life, and AD&D insurance
Gym reimbursements
Professional development opportunities
Referral bonus
Company
LINQ
Linq is an administrative software service provider for K-12 schools.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Welsh Carson Anderson & StoweBanneker Partners
2022-01-12Private Equity
2019-08-09Debt Financing
2018-02-01Private Equity
Leadership Team
Michael Boch
CFO
Recent News
Business Wire
2026-01-16
2025-10-21
2025-05-07
Company data provided by crunchbase