VP, Customer & Product Support

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In the minute it takes you to read this job description, Bluecore has launched over 100,000 individually personalized marketing campaigns for our retail ecommerce customers!

The VP of Customer & Product Support will be equal parts strategist, visionary, and a doer who can easily shift from thought leadership, holding cross functional leaders accountable, to rolling up their sleeves and engaging in hands-on support resolution. This is a high-profile role, with significant decisions making responsibility reporting to the Chief Customer Officer. The VP will be responsible for building and inspiring a team of people to make our customers' experiences better by executing world class operational dashboards & playbooks, developing high performing teams and spearheading the delivery of effective processes and systems.

What you will be doing: 

  • Develop a global support organization for scaling by refining the process for enterprise level customer support 24/7, 365 days a year across phone, chat and email 
  • Build and implement process and tools for complex technical product support
  • Hire, lead and develop customer facing teams to deliver high performance that meets all KPIs and drives customer satisfaction in a high growth environment
  • Lead cross functional partnership with product, engineering, customer success and executive leadership  in order to deliver the customer support strategy within our matrixed organization
  • Develop customer listening points throughout all key journeys to capture insight and in turn drive continuous improvement across Customer Support
  • Leverage Data and insights to help drive the product roadmap 
  • Drive a company-wide culture of building transparency and prioritization on customer issues ensuring that all products, processes, systems and tools are designed with the customer in mind and in turn result in minimal customer effort
  • Develop actionable strategies, objectives and plans, and  establish, monitor and report KPIs related to the Customer Experience to deliver short term and mid-term company goals
  • Drive collaboration and gain consensus across many business units (and stakeholders), within a complex organization through creating clarity of purpose, motivating individuals to the goal, ensuring all voices feel heard and governing to ensure standards are maintained

What you bring to the team:

  • 12+ years of experience, with at least 6 managing customer support teams directly
  • Must have experience leading global enterprise support teams for SaaS B2B companies
  • Must have experience developing, building and scaling support teams across multiple channels (voice, email/portal, chat)

What we offer:

Highly competitive compensation package including salary and equity as well as the opportunity to work for one of the fastest-growing marketing technology companies.

  •  Comprehensive medical, dental, and vision insurance
  •  Monthly discretionary reimbursement towards fitness, home office and/or Learning and Development opportunities 
  • Generous Parental Leave & flexible vacation policy
  • We offer flexibility as a remote first company, with a HQ office in NYC and teams across over 25 states and India 


Salary Range: $180k - $220k + bonus
Our salary ranges are based on paying competitively for our size and industry. Salary is just one part of our total compensation package that includes equity, perks & benefits, and development opportunities at Bluecore. Individual pay decisions are based on several factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other Bluecorians. We expect that the majority of candidates who are offered roles at Bluecore to land well within our salary ranges based on these factors.

More About Us:

Bluecore is a multi-channel personalization platform that gives retailers a competitive advantage in a digital-first world. Unlike systems built for mass marketing and a physical-first world, Bluecore unifies shopper and product data in a single platform, and using easy-to-deploy predictive models, activates welcomed one-to-one experiences at the speed and scale of digital. Through Bluecore’s dynamic shopper and product matching, brands can personalize 100% of communications delivered to consumers through their shopping experiences, anywhere.

This comes to life in three core product lines:

  • Bluecore Communicate™ a modern email service provider (ESP) + SMS
  • Bluecore Site™ an onsite capture and personalization product
  • Bluecore Advertise™ a paid media product

Bluecore is credited with increasing lifetime value of shoppers and overall speed to marketing for more than 400 brands, including Express, Tommy Hilfiger, The North Face, Teleflora and Bass Pro Shops. We have been recognized as one of the Best Places to Work by Fortune, Crain's, Forbes and BuiltIn as well as ranked on the Inc. 5000, the most prestigious ranking of the nation’s fastest-growing private companies.

 

We are proud of the culture of flexibility, inclusivity and trust that we have built around our workforce. We are a remote first organization with the option to potentially work in our New York headquarters on occasion moving forward. We love the opportunity to come together – but employees will always have the option on where they work best.  

 

At Bluecore we believe in encouraging an inclusive environment in which employees feel encouraged to share their unique perspectives, demonstrate their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.  Bluecore is a proud equal opportunity employer. We are committed to fair hiring practices and to building a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status. 

 

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 contact us to request accommodation.

More Information on Bluecore
Bluecore operates in the Artificial Intelligence industry. The company is located in New York , NY. Bluecore was founded in 2013. It has 380 total employees. It offers perks and benefits such as Volunteer in local community, Open door policy, OKR operational model, Team based strategic planning, Open office floor plan and Flexible work schedule. To see all 8 open jobs at Bluecore, click here.
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