VP, Product Support

The Vice President, Product Support leads CentralSquare's frontline customer support organization: the people who resolve issues, manage escalations, and represent CentralSquare directly to the agencies and public servants we serve. This is a customer-facing leadership role.

Support at CentralSquare is undergoing significant change as AI-assisted deflection, agent-assist tools, and automated triage absorb a growing share of case volume. This VP will partner closely with the Customer Support Operations and IT teams as that work rolls out, translating AI-driven change into day-to-day support operations and keeping the organization customer-first, well-run, and well-led throughout the transition.

The right candidate has led a support organization through this kind of change before: someone who is fluent enough in AI-assisted support tools to partner effectively with Customer Support Operations and IT, redesign workflows, and guide staff through new roles.

• Full benefits package including medical, dental, and 401k plans
• Paid holidays and Open Paid Time Off (PTO) policy to ensure a solid work/life balance
• Paid time off to volunteer during company hours for qualifying nonprofit organizations
• Comprehensive parental leave, adoption assistance, and pet insurance programs
• Tuition reimbursement for approved courses
• Exposure and growth opportunities within CentralSquare, and across the Vista and Bain, our private equity partners, portfolio

• Own day-to-day leadership of the Product Support organization across Public Administration and Public Safety and Justice product lines, including hiring, coaching, performance management, and career development for agents and frontline managers.
• Build a culture of accountability, ownership, and continuous improvement, and ensure the organization's structure and staffing model keep pace with changing case volume and channel mix.
• Develop job descriptions and an accountability model that objectively measures performance across the organization and builds the talent bench.
• Own the organization's cost structure, achieving and maintaining support costs at 3% of ARR while balancing overtime against full-time staffing levels.
• Improve standard customer communications and internal communications that keep the organization informed of ongoing functional improvements.

• Partner closely with the Customer Support Operations and IT teams on the rollout of AI-assisted deflection, agent-assist, and automated triage tools into daily support operations.
• Lead the people side of that transition: redesign agent workflows and role definitions as automation absorbs routine volume, and manage the reskilling and career-pathing of existing staff into higher-value roles such as escalation specialists, knowledge contributors, and quality reviewers.
• Bring working fluency with AI-assisted support tools and deflection concepts (net versus gross deflection, containment, AI-assisted resolution rate) to these conversations, so the partnership with Customer Support Operations and IT is a genuine two-way exchange.
• Flag where automation is changing customer experience or agent workload in ways that need attention, and hold the line on customer satisfaction and quality as volume shifts.

• Own the Salesforce Service Cloud case lifecycle for the support organization: case management, routing, escalation workflows, and reporting.
• Partner closely with Workforce Management on forecasting, scheduling, and capacity planning, accounting for combined human and AI-assisted workload as deflection changes contact volume by channel.
• Partner closely with the Knowledge and Quality Specialist function to keep the knowledge base accurate, current, and structured in a way that supports both agents and AI-assisted deflection.
• Design an account ownership function and process to reduce friction across the customer base, and develop a support strategy for Enterprise Accounts that leverages the current managed services model.
• Define and monitor KPIs and service-level standards, including case volume, first contact close, customer satisfaction, escalation rate, MTTR against committed SLAs, case backlog (target: less than 2x daily incoming volume), and agent productivity (target: 8 cases per agent per day), and report performance against targets to senior leadership.

• Own the escalation management process end to end, ensuring timely resolution of complex or sensitive customer issues.
• Partner with Product and Engineering on root cause analysis, feeding recurring support themes back into the product roadmap and tracking whether resolved issues reduce future case volume.
• Maintain a working understanding of CentralSquare's core software platforms sufficient to guide troubleshooting, escalation triage, and customer conversations.