VP, Customer Support (US)

Company Overview:

At Enseo, we’re redefining what hospitality technology can be.

We provide the technology for modern hospitality — helping hotels across the U.S., Canada, and Mexico deliver personalized digital guest experiences while simplifying operations behind the scenes. Our solutions enable hotel teams to improve guest satisfaction, operate more efficiently, and unlock new revenue opportunities.

From in-room entertainment and reliable connectivity to guest engagement and property-wide insights, Enseo’s platform supports some of the most recognized hotel brands in the industry. Our technology powers more than 84 million guest experiences each year across over 330,000 rooms.

Position Overview:

The Vice President, Customer Support owns Enseo’s customer support function across all channels and tiers, the proactive monitoring of deployed customer environments, and the executive-level account escalation function. This role is accountable for the customer experience from first contact through final resolution, for catching issues before customers call, and for being the single operational point of accountability when senior customer or executive attention is required. The VP leads a global, multi-site organization spanning the United States and the Philippines, responsible for keeping deployed hospitality technology running at thousands of properties, and is measured on customer satisfaction, response and resolution speed, proactive issue detection, escalation discipline, and the operational efficiency of the support footprint.

What You’ll Do

Contact Center Operations

Own the performance of the frontline support contact center across phone, ticket, chat, and email channels

Establish and maintain service level targets for response time, time to first action, and resolution by severity and customer tier

Build workforce management discipline including forecasting, scheduling, shrinkage management, and 24x7 coverage planning

Define and enforce ticket handling standards, documentation requirements, and quality assurance review cycles

Maintain a tiered support model with clear criteria for Tier 1, Tier 2, and Tier 3 routing

Drive first-contact resolution and reduce unnecessary escalations through training, knowledge management, and tooling

Own contact center technology stack decisions in partnership with IT, including ACD, ticketing, knowledge base, and customer communication platforms

Proactive Monitoring & Customer Health (Net-New Capability)

Stand up and lead Enseo’s proactive monitoring function as net-new operational capability, including the operational watch team, alert response workflows, and proactive ticket creation off telemetry

Define the proactive monitoring strategy: coverage targets, alert framework, watch operations model, and staffing footprint across US and Manila

Partner with Systems Engineering on monitoring instrumentation, alert tuning, telemetry sources, and observability platform investments; consume monitoring signal and own the operational response

Build and run a property health framework covering uptime, recurring incident patterns, firmware compliance, and at-risk property identification

Own firmware advisory and known-issue notification programs to deployed properties

Establish proactive outreach motions for at-risk accounts, post-incident follow-up, and major release readiness checks

Report customer health and proactive performance metrics to the COO and to customer business reviews

Escalation Management & Tier 3 Engagement

Own the escalation framework and SLAs that govern how tickets move from Tier 1 and Tier 2 into Tier 3 engineering teams in Systems Engineering

Define escalation criteria, handoff documentation standards, and acceptance gates so Tier 3 engineers receive clean, actionable tickets

Drive Tier 3 ticket resolution outcomes through aging reviews, structured reporting, and the cross-functional escalation governance forum

Run the recurring escalation governance forum (Customer Support, Systems Engineering, Product) with visible accountability for top tickets, top customers, and aging backlog

Maintain a problem management practice that identifies recurring issues, drives root cause analysis through Engineering, and tracks permanent fixes back into release cycles

Maintain a known-issues and workaround library so frontline tiers can deflect and contain issues without unnecessary escalation

Own the post-incident review process for major customer-impacting events, including root cause documentation and corrective action tracking

Executive Account Escalation

Serve as the single operational point of accountability for executive-level customer escalations, including issues raised directly to the President, Hospitality, the COO, or the CEO

Maintain 24x7 reachability for executive escalations and major customer-impacting events

Own the operational response on hot accounts: convene Systems Engineering, Product, field resources, and account teams as needed; drive to closure; communicate status to the executive sponsor

Establish a structured cadence with Sales, CSM, and Account Management on at-risk accounts and named customer watch lists

Own customer-facing executive communication on major incidents, including status updates, root cause communication, and corrective action commitments

Build the playbooks, on-call rotations, and escalation paths that make executive response repeatable rather than heroic

Global Support Delivery (US + Philippines)

Own the global support delivery model with the Director, Philippines Operations as a direct report

Define the work split between US and Manila operations by channel, tier, customer segment, and time zone coverage

Establish consistent standards, training, quality, and tooling across both sites so customer experience is location-agnostic

Drive cost-to-serve optimization through deliberate placement of work in the most appropriate location, including evaluation of Manila as the primary delivery site for the new proactive monitoring function

Maintain workforce continuity and resilience across sites, including failover plans for site-level disruptions

Build career paths and development programs that span both sites and retain top talent in each location

Customer Experience & Voice of the Customer

Own customer satisfaction measurement across the support lifecycle, including CSAT, NPS for support interactions, and customer effort scoring

Establish a closed-loop process for acting on customer feedback, with visible accountability and timelines

Partner with Sales, CSM, and Account Management on top-customer escalations, executive sponsor cases, and at-risk accounts

Represent the voice of the customer in product, engineering, and operations forums, including recurring readouts on top issues, defect trends, and customer pain points

Knowledge, Training & Quality

Own the support knowledge base as a first-class operational asset, with content standards, ownership, freshness reviews, and usage analytics

Build onboarding and continuous training programs across both sites covering Enseo products, hospitality customer context, technical fundamentals, and customer interaction skills

Run a quality assurance program with calibrated scoring, coaching loops, and tie-in to performance management

Maintain certification standards for tier advancement and specialized product or customer-segment coverage

Partner with Systems Engineering to ensure Tier 1 and Tier 2 teams receive structured technical enablement on new releases, known issues, and emerging product behavior

Operations, Reporting & Continuous Improvement

Establish the operational reporting cadence covering volume, SLA performance, escalation rates, backlog, CSAT, proactive ticket rates, and cost-to-serve

Build executive-level reporting suitable for COO, customer business reviews, and board reporting cycles

Drive structured continuous improvement on top defect categories, top-volume drivers, and top-cost workflows

Own support cost management including headcount planning, technology spend, and offshore-onshore mix

Partner with Product and Systems Engineering on support-readiness gates for new product introductions and major releases

Schedule Adherence and Workforce Utilization

What We’re Looking For

Ten or more years of progressive customer support leadership experience, with at least five years leading multi-tier support organizations at director level or above

Demonstrated experience leading global, multi-site support operations including offshore delivery (Philippines, India, or comparable)

Track record running 24x7 contact centers serving B2B customers in technology, hospitality, telecom, managed services, or comparable industries

Experience building or significantly scaling a proactive monitoring, NOC, or customer health function as net-new operational capability

Demonstrated ability to serve as the executive operational point of accountability on top-customer escalations, including direct interaction with senior customer stakeholders

Willingness and demonstrated history of being reachable and responsive outside of business hours for major customer-impacting events

Strong command of contact center operations including workforce management, ACD/ticketing platforms, knowledge management, and quality programs

Proven ability to translate operational data into executive narratives and board-ready reporting

Experience managing a meaningful operating budget with accountability for cost-to-serve outcomes

Bachelor’s degree or equivalent professional experience

Preferred

Experience supporting hospitality, multi-dwelling, or large-property-portfolio customers

Background supporting installed hardware, network infrastructure, or AV/IT systems in addition to software

Experience with NetSuite, Salesforce Service Cloud, ServiceNow, Zendesk, or comparable support platforms

Experience with monitoring and observability platforms (Datadog, SolarWinds, LogicMonitor, PRTG, or comparable)

Experience standing up or scaling a Manila-based (or offshore) operation, or working closely with Philippine BPO partners

Experience with problem management and ITIL service operations practices

Six Sigma, Lean, or comparable process improvement certification

Work Environment:

Physical requirements:

Working Conditions: This is a full-time hybrid/remote office environment with up to 25% travel internationally.

Physical Activities: Occasional standing, stooping, and lifting up to 15 pounds

Physical Demands: Prolonged periods of sitting at a desk, working on a computer, and speaking on a telephone. Frequent repetitive motions

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.