Vertical Group Vice President of Customer Service

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Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Job Summary:

The Vertical Vice President of Customer Service will provide strategic and operational leadership across multiple Business Units to drive an exceptional customer experience, foster customer loyalty, and ensure continuous improvement. This role will work cross-functionally to enhance customer satisfaction through effective support, streamlined onboarding and implementation processes, and successful hardware deployment. The Vertical Vice President of Customer Service will lead and inspire teams to execute operational excellence and deliver measurable results.

Responsibilities and Duties:

• Develop and execute operational strategies to enhance the customer experience, ensuring customer satisfaction and loyalty.
• Ensure a seamless and exceptional customer experience across all digital channels by working with customer-facing teams to identify pain points and implement solutions.
• Oversee customer service and support operations by developing and implementing strategies aligned with organizational goals, setting clear performance goals and KPIs, and fostering a customer-centric culture.
• Provide strategic guidance and direction to the customer service team, ensuring alignment with the organization’s vision and values.
• Manage hardware deployment to ensure timely and quality delivery to customers, collaborating with the corporate hardware deployment team and accounting to follow established processes and procedures.
• Establish and manage effective onboarding and implementation processes to minimize backlog and ensure high customer satisfaction, ensuring a positive day-one experience for customers.
• Identify opportunities for continuous improvement by analyzing customer feedback, survey data, and industry best practices.
• Collaborate with cross-functional teams including product development, marketing, and operations to address customer pain points and implement customer-centric improvements.
• Implement customer service technologies and tools to streamline processes, enhance efficiency, and personalize customer interactions.
• Stay updated on emerging trends and technologies in customer service to proactively adapt strategies and maintain a competitive edge.
• Collaborate closely with other executives and leadership teams to ensure operations align with overall business strategy and financial goals.
• Develop, manage, and oversee budgets, financial plans, and cost controls for operational functions.
• Drive P&L accountability across operational teams, identifying opportunities for revenue growth and cost optimization.
• Work effectively within a matrix organization, partnering with both Fullsteam Shared Services and Business Unit leadership to drive customer-centric processes, tools, and experiences.
• Recruit, train, and manage a team of professionals, providing ongoing coaching, feedback, and performance evaluations to drive continuous improvement.
• Establish effective communication channels and promote a positive and collaborative work environment.

Skills and Competencies:

• Strong leadership and strategic thinking capabilities with a focus on operational excellence.
• Exceptional customer-centric mindset with a passion for enhancing the customer experience.
• Excellent collaboration and cross-functional leadership skills.
• Proven ability to analyze data and drive insights to inform decision-making.
• Strong project management skills with experience managing complex initiatives.
• Excellent communication and interpersonal skills.

• Ability to influence and lead change in a dynamic, fast-paced environment.
• Ability to drive operational improvements and delivering measurable business outcomes.
• Strong knowledge of process improvement methodologies and tools (e.g., Lean, Six Sigma) preferred
• Financial acumen with experience managing budgets, P&L responsibility, and financial analysis.

Experience and Education Requirements:

• Bachelor’s degree in Business, Operations Management, or a related field.
• 8+ years of experience in operations leadership roles, preferably within a software, SaaS, or technology-driven environment.
• Experience overseeing customer experience functions such as support, onboarding, implementation, and hardware deployment.
• Experience leading cross-functional teams and building customer-focused cultures.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.