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VP, Global Client Support



Customer Service
United States · Remote
Posted on Wednesday, April 17, 2024

Build your future with Sovos.

If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape. At Sovos, we're dedicated to more than just solving compliance challenges – we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don’t worry if you don't check all the boxes – apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Work You'll Do:

The VP, Global Client Support will oversee Client Support across the Globe. As the VP, Global Client Support, you will establish the strategy and lead your team through delivery and execution on a global scale. This role is responsible for ensuring that all services are successfully supported in a timely fashion while delivering an outstanding customer service experience, while leveraging digital capabilities to drive efficiency. This role is also responsible for aligning departmental goals with company objectives and strategic anchors, while ensuring consistency and process excellence.

More specifically you will:

  • Manage the Support team across the Globe.
    • Hold the teams accountable to service levels and process controls for the team
    • Provide strong leadership, guidance, and mentorship to the team.
    • Identify staffing requirements for successful customer support and be responsible for interviewing, hiring, training, coaching, mentoring, assigning work, appraising performance, rewarding, and disciplining employees.
  • Reviews customer case management statistics to understand where improvements can be made.
    • Identifies areas for improvement in case open/closed ratios and manages staffing plan to support outstanding customer service experience.
    • Monitors client activities to ensure timely completion of tasks and is proactive when a new client is being onboarded.
  • Act as Sovos Global Practice Lead for Support globally.
    • Develop service level standards focused on response times and issue resolutions.
    • Ensure alignment across all regions in Support best practices.
    • Establish cross functional partnerships with Engineering and Product to appropriately funnel customer feedback
  • Supports M&A diligence and integration as required.
    • Participates in due diligence activities, including assessment of support structure and processes.
    • Serves as a functional lead during integration, leading the support team in transitioning acquired companies into Sovos systems, processes, and reporting requirements.
  • Directs team members’ daily activities and career development. Complies with all corporate policies.

What We Need From You

  • Minimum of eight years of related experience; at least three years spent implementing technology and tools across 3+ regions and various products
  • Experience in a management or leadership role, with experience as a leader of leaders
  • Expertise in consolidation and efficiency for people, technology and process
  • Experience developing and implementing a tiered support model
  • Experience working with a Global BPO partner
  • Strong time management, organizational and decision-making skills
  • Ability to lead and empower teams to achieve individual and operational goals
  • Excellent oral and written communication skills
  • Position requires minimal (less than 25%) travel required to both domestic and international Sovos locations and events

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

  • Flexible Time-Off
  • Comprehensive Medical/Dental/Vision Benefits
  • 401(k) and matching
  • Bi-Weekly Meeting Free Days
  • Mentoring Programs
  • Globally recognized Training and Development programs

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.

Company Background

Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos’ cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries – including half the Fortune 500 – trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.