VP, Global Customer Support

The VP, Global Customer Support at OneTrust is tasked with transforming customer support into a strategic advantage. Responsibilities include designing a modern support strategy, integrating AI and automation technologies, collaborating with cross-functional teams, and ensuring operational excellence through clear KPIs and performance measures. This role requires a hands-on approach to driving customer satisfaction and retention while building a high-performing global team.

Candidates for the VP, Global Customer Support at OneTrust should have 15+ years of experience in customer support leadership within fast-growing SaaS environments. A proven track record of driving support transformations using AI and automation is crucial. Strong operational discipline, collaboration skills across Product and Engineering, and a customer-focused mindset are essential for this role.

At OneTrust, the VP, Global Customer Support plays a vital role in championing customer experience. By designing proactive support strategies, implementing predictive analytics, and creating feedback loops with Product and Engineering teams, the VP ensures operations are aligned with customer needs. This emphasis on anticipating customer inquiries before they arise is central to fostering long-term relationships and satisfaction.

The VP, Global Customer Support at OneTrust will lead the adoption of AI and automation to enhance operational effectiveness. This includes implementing AI-driven knowledge bases, automated troubleshooting, and predictive analytics to deflect low-value support tickets. By leveraging these technologies, OneTrust aims to improve agent productivity and overall customer satisfaction while maintaining scalability.

As the VP, Global Customer Support, you’ll receive a competitive salary, performance bonuses, equity options, and comprehensive healthcare benefits. OneTrust emphasizes employee well-being with flexible PTO, generous parental leave, and career growth opportunities. We believe in fostering a supportive work environment that prioritizes your physical, mental, and emotional welfare, enabling you to excel in your role.

When answering this question, highlight specific instances where you managed or transformed a customer support team. Discuss the scale of the team, challenges faced, and successful strategies you implemented, particularly in fast-paced environments like SaaS.

Focus on your understanding of AI capabilities and share examples of how you've integrated AI in the past. Discuss your thought process for selecting technologies that align with business goals and enhancing customer satisfaction.

Mention key metrics like Customer Satisfaction Score (CSAT), time to resolution, case deflection rates, and customer effort scores. Explain why these KPIs matter and how you’ve used them to drive improvements in previous roles.

Discuss strategies for establishing clear expectations and accountability measures, such as regular performance evaluations, feedback sessions, and recognition programs to motivate and engage team members.

Tell a compelling story about an initiative where you identified a gap in service delivery, the objectives you set, actions you took, and the measurable improvements achieved, particularly in regards to customer satisfaction.

Emphasize your ability to build relationships across departments. Share examples of how you’ve collaborated with Product, Engineering, or Sales to leverage feedback for continuous improvement in customer support.

Share specific tactics you use to maintain morale, such as clear communication, support systems, team-building activities, and recognizing individual contributions during busy times.

Describe your approach to handling escalated issues, including maintaining a calm demeanor, actively listening to the customer's concerns, and ensuring effective follow-up until resolution.

Outline a process for collecting customer feedback through support interactions and how you share insights with Product and Engineering teams, ensuring there's a clear feedback loop for continuous improvement.

Discuss trends such as increased AI integration, self-service options, and the importance of personalized experiences. Show your understanding of how these trends will shape the expectations of customers and the role of support teams moving forward.