VP, Support - Remote, Raleigh or The Woodlands

Allbridge is the leading supplier of world-class connected technology solutions, services, and support for high-density properties. With over 35 years of continuous growth and industry experience, Allbridge supports technology in more than one million rooms across 8,000 properties in North America and the Caribbean, including hotels, resorts, senior-living communities, condominiums, multifamily developments, and mixed-use properties.

About the Role

Recognized for building scalable technical support operation strategy that balances customer advocacy with business objectives, leveraging data-driven insights to identify systemic issues, improve product quality, and enhance the overall customer experience. Experienced in managing high-profile customer situations, executive communications, crisis response, and service recovery strategies that protect revenue, improve retention, and increase customer satisfaction. Strong leader with a passion for operational excellence, continuous improvement, and fostering a customer-centric culture that delivers measurable business outcomes.

Responsibilities

• Sets the global vision and roadmap for technical support operations to align with company growth goals.
• Represents the voice of the customer across product, engineering, and sales teams to fix recurring technical bugs.
• Defines and owns the process for executive customer escalation management by driving rapid resolution of critical customer issues, aligning cross-functional teams, and strengthening customer trust through proactive communication, risk mitigation, and resolution.
• Identifies operational efficiencies and improvements to end-to-end support workflows, tools, and AI/automation to boost team efficiency, reduce response times, and increase customer satisfaction.
• Mentors support leaders, builds career paths, and fosters a high-performing, inclusive culture.
• Partners with product management and engineering to prioritize bug fixes and feature requests based on customer impact data.
• Leads compliance reporting management by establishing governance frameworks, ensuring reporting accuracy and brand adherence.
• Manages the department operating budget, software tool licensing costs, and staffing models (both internal and outsourced). Ensures minimal annual productivity levels are clearly measured and achieved.
• Delivers hospitality brand compliance and support reporting.
• Handles special projects and company initiatives as assigned.

Core KPIs & Metrics

• Companywide NPS and support-related churn.
• Operational SLAs per outsourced partner contracts (e.g., Average Handle Time (AHT), First Contact Resolution (FCR)).
• Headcount staffing coverage, productivity, and performance management.
• Proactive monitoring and case creation.
• Cost of Service margin.
• Warranty margin.
• Time & Material (T&M) revenue forecasting and margin (forecast and actual).

Requirements

• Successful completion of a bachelor’s degree from an accredited university (or international equivalent).
• Minimum of 7 years of customer support roles with increasing leadership responsibilities.
• At least 7 years of experience in Managed Services, Data-Networking, Voice, and Video.
• Able to work effectively as a leader in a fast-paced, high-volume work environment with an elevated level of detail and conscientiousness.
• Demonstrates technical and/or professional proficiency in call center operations.
• Excellent written and verbal communication skills, both technically and interpersonally. Clearly communicates timelines and expectations to team members, making decisions in a timely manner.
• Demonstrated aptitude to become proficient and meet or exceed job expectations with a willingness to learn.
• Proven ability to understand and apply company resources in accordance with company policy, standards, and best practices.
• High sense of urgency, professionalism, integrity, collaboration, and ethics.
• Supports the team in building value through creativity and ingenuity, providing leading-edge and cost-effective solutions to drive improved customer experiences.
• Intermediate to advanced PC skills with the ability to effectively operate within a Windows Operating System and Windows-based programs such as Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project.
• Preference for intermediate-level Salesforce and NetSuite experience.
• Able to travel as needed up to 10%.

Benefits

• Medical and Prescription options, Dental, Orthodontics, and Vision Plans.
• Rich HSA company-funded options and Flexible Spending accounts.
• 100% Company-paid premiums for Short-Term Disability, Life, and Accidental Death and Dismemberment insurance.
• Supplemental Insurance Plan options.
• 401(k) Profit-Sharing Retirement plan.
• Flexible Paid Time Off after 60 days of employment.
• Paid Holidays, per Employee Handbook.
• Great workplace culture that embodies company values.