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Job Overview

The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.

You’ll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Customer Strategy & Experience

+ Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.

+ Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.

+ Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.

+ Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.

+ Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.

Operational Excellence & Innovation

+ Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.

+ Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.

+ Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.

+ Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.

+ Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.

Team Leadership & Culture

+ Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.

+ Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.

+ Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.

Financial & Cross-Functional Leadership

+ Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.

+ Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.

+ Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.

+ Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.

Qualifications

+ 15+ years of progressive leadership experience in global customer support or technical services roles.

+ Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability

+ Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle

+ Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes

+ Demonstrated success building high-performing, inclusive teams and leading through organizational change

+ Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies

+ Exceptional communication and executive presence, with the ability to influence stakeholders at all levels

+ Passion for customer advocacy and ongoing service innovation

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you’d like to view a copy of the company’s affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at [email protected] .

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated pay range for this position is **[$XX,XXX – $YY,YYY annually OR $X.XX – $Y.YY hourly]** annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits