Interim Vice President of Customer Support – New York City, Remote

AccountMakers is actively recruiting Interim VPs of Customer Support for immediate hire on behalf of our hiring clients. Our staffing and recruiting platform specializes in sales, customer success, and support roles, connecting vetted leaders with employers across retail, fintech, SaaS, e-commerce, and other industries.

Position Details
Are you an operational leader who can stabilize and scale support operations during periods of change? We are building a roster of Interim VPs of Customer Support to match with hiring partners in the New York City area. In these interim roles (generally 3–12 months) you will own support strategy and operations, improve SLAs and CSAT/NPS, optimize tiered support models, lead front-line and management teams, and implement processes and tooling that reduce churn and improve resolution metrics. You will oversee workforce planning, workforce management, knowledge base and escalation playbooks, and partner closely with product, engineering, sales, and customer success to resolve systemic issues and deliver consistent customer experiences. Roles vary by client and may be remote, hybrid, or on-site; some assignments require occasional local travel or flexible scheduling to align with customer needs.

Success is measured by operational KPIs such as CSAT/NPS, first contact resolution, average handle time, SLA compliance, backlog reduction, and improvements to retention-related metrics. You will work with support and analytics tools (Zendesk, Salesforce Service Cloud, Freshdesk, internal WFM and reporting tools) and lead change management for tooling, staffing, and process improvements with a clear handoff plan to permanent leadership.

What We’re Looking For
8+ years of customer support or customer success leadership experience with proven operational impact.
Strong record of improving CSAT/NPS, FCR, AHT, and SLA adherence at scale.
Experience leading support organizations in SaaS, fintech, e-commerce, or consumer services preferred.
Expertise in workforce management, knowledge base strategy, escalation processes, and support tooling.
Excellent cross-functional influence, program management, and executive communication skills.
Proficiency with CRM/helpdesk and analytics platforms such as Zendesk, Salesforce Service Cloud, or Freshdesk.
Demonstrated experience managing capacity planning, optimizing staffing models, and reducing operational costs.
Proven change-management and process improvement skills, including implementing new tooling and driving user adoption.
Track record of reducing churn or improving retention-related metrics through operational and cross-functional initiatives.

Create your profile today to be considered!

Compensation
Compensation varies by assignment, seniority, and duration. Typical interim hourly rates range from $110-$250 per hour, and exact terms vary by hiring partner and engagement length. Many assignments include the potential to transition to a permanent leadership role based on performance and client needs.

How To Apply 

Register as a job seeker via AccountMakers. Once you create your candidate profile, we’ll submit you for open opportunities on our platform that match your experience and preferences. Don’t miss your chance!

Who We Are

AccountMakers is redefining how companies scale revenue and customer-facing teams by providing on-demand access to top sales, customer success, and support talent. We connect high-growth organizations with the leaders and teams they need, exactly when they need them. Learn more at accountmakers.com.