VitalSource Technologies Careers

Description

VitalSource®, is hiring a Director of Customer Support to contribute to our Customer Operations team located in Raleigh, North Carolina (preferred location). This is a hybrid role with a combination of both in-office and work from home days. Applicants outside of North Carolina will still be considered. Travel requirement of 20% for this opening.

Are you passionate about creating exceptional customer experiences and leading high-performing global teams? We're looking for an inspiring Director of Customer Support to drive operational excellence, pioneer AI and automation initiatives, and deliver world-class service at scale.

In this pivotal role, you’ll oversee the entire customer support function, ensuring fast, responsive, and high-quality support across our global footprint. You'll be a champion of continuous improvement, cross-functional collaboration, and customer advocacy — helping us push the boundaries of what a truly seamless support experience can be.

If you are excited about empowering teams, scaling support through cutting-edge automation, and delivering a high-touch customer journey that sets industry standards — we want to hear from you!

Key Responsibilities:

Strategic Leadership & Vision 

• Own and optimize the entire end-user customer support function across all products, ensuring efficiency and high-quality service at scale. 
• Set the vision for AI-driven efficiencies and automation while maintaining a white-glove experience for key customers. 
• Implement a structured, data-driven closed-loop improvement process to categorize customer issues and feature requests, prioritizing based on impact, urgency, and customer demand. 
• Drive operational excellence, ensuring that customer support consistently meets and exceeds industry standards. 
• Advocate for customers by proactively identifying and resolving friction points. 

Team & Vendor Management 

• Build and lead a high-performing support team, ensuring they have the right tools, training, and motivation to excel. 
• Foster a culture of high performance and continuous improvement, holding the team to a high standard of customer excellence. 
• Lead global in-house and outsourced support teams, ensuring performance, accountability, and strategic alignment. 
• Implement a management structure for outsourcing partners to drive better results and process efficiencies. 
• Delegate strategically to empower team members, optimize flexible resourcing, and improve scalability.

Collaboration & Cross-Functional Influence 

• Establish a structured feedback loop with Product, Engineering, and Customer Success, ensuring that recurring issues are escalated, addressed, and prevented proactively. 
• Partner with Finance to improve reporting, ensuring data-driven insights support decision-making. 
• Advocate for customers within the organization, using data to influence product improvements and operational strategies. 

Technology & AI-Driven Innovation 

• Research and integrate AI and machine learning solutions into support workflows to improve case resolution time and enhance customer interactions. 
• Own and optimize self-service support solutions, including knowledge bases, AI-powered chatbots, and interactive guides to improve efficiency and reduce ticket volume. 
• Identify automation opportunities with outsourcing partners to cut costs while improving support quality. 

Process Optimization & Reporting 

• Define, measure, and iterate on key support KPIs, including first response time, resolution time, CSAT, and case deflection rates. 
• Ensure real-time system status reporting and customer-facing dashboards for transparency and efficiency. 
• Establish standardized processes for security dashboard monitoring and escalate concerns appropriately. 
• Ensure compliance with privacy regulations (GDPR, FERPA) by working closely with Legal and Compliance teams. 

Other Responsibilities 

• Provide technical support training for sales teams and key clients as needed. 
• Participate in industry events, conferences, and trade shows to showcase customer support innovations. 
• Take on additional duties as needed to support the evolving needs of the business.

Required Qualifications:

• 10+ years of experience in customer support or a related field, with at least 5 years in a leadership role. 
• Extensive experience managing large-scale global teams, mixed-in house and outsourced customer support operations. 
• Experience implementing AI-driven solutions in customer support

Technical Skills 

• Deep expertise in Zendesk or equivalent CRM and support platforms, including automation, AI integration, and advanced reporting.  

• Strong proficiency in AI-driven customer support solutions, chatbots, self-service platforms, and workflow automation.  

• Advanced data analysis and reporting skills, with experience defining and optimizing key performance indicators (KPIs) such as CSAT, NPS, resolution time, and case deflection rates.  

• Knowledge of privacy and security regulations (GDPR, FERPA) and best practices for handling customer data.  

• Experience with outsourced vendor management, including performance tracking, process optimization, and contract negotiations.  

• Familiarity with real-time system monitoring, security dashboard reporting, and compliance standards in customer operations.  

• Strong understanding of ticketing systems, escalation workflows, and structured problem resolution frameworks. 

Soft Skills 

• Strategic leadership mindset, with the ability to set and execute a vision for scalable, high-quality customer support. 

• Customer advocacy and empathy, ensuring that customer needs are at the center of decision-making. 

• Cross-functional collaboration skills, with the ability to build strong partnerships with Product, Engineering, Finance, and Customer Success teams. 

• Strong analytical and decision-making abilities, using data to drive continuous improvement and innovation. 

• Excellent communication and stakeholder management, with the ability to influence senior leadership and drive alignment. 

• Team development and mentorship, fostering a high-performance, customer-centric culture within global and outsourced teams. 
• Adaptability and resilience, able to navigate fast-paced environments and implement change effectively. 

What We Offer:

• Culture: Collaborative, Inclusive, and Mission-driven. 
• More in your pocket: Competitive base salary and a strong variable component.
• We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance 
• Retirement: 401K match up to 5%.
• We support our families: 12 weeks of paid parental leave.
• Continued education: Use our tuition reimbursement program.
• The Importance of Balance: Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.
• Flexibility: Flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home.
• Wellness: Opportunities for fitness challenges and rewards.

Salary Range: $138,500 to $169,000

Who We Are:

VitalSource Technologies, LLC has powered digital content delivery across the higher education ecosystem for over 30 years. Winner of the 2024 CODiE award for Most Innovative Ed Tech company, VitalSource delivers more than 28 million learning materials globally each year. With unmatched scale, the VitalSource Learning Delivery Network is trusted by thousands of content providers and institutions worldwide to deliver impactful learning experiences, fuel affordable access programs, and drive a learning advantage for every student. Learn more at http://get.vitalsource.com/  and follow us on LinkedIn.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish