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Vice President, Customer Service and Support



Customer Service
Weston, MA, USA
Posted on Saturday, September 2, 2023

At Advisor360°, we hire people with all kinds of awesome experiences, backgrounds, and perspectives. We like it that way. So even if you don’t meet every single requirement, please consider applying if you like what you see. Though many of our roles are assigned to a particular office location, most are a hybrid of remote and in-person work.

Advisor360° is looking for a client-focused, dynamic, experienced, hands-on, versatile Customer Service & Support leader with well-tested skills related to ongoing and scaling support activities such as those associated with managing an enterprise-class SaaS platform. Candidates need experience building distributed teams, proposing strategies, defining and expanding service offerings, directing and participating in day-to-day service and support activities, interacting directly with customer teams, integrating with a Customer Success function, interfacing across many corporate organizations, building out and measuring via KPIs/metrics, and will have pursued these activities as part of a SaaS-focused product company. You will report to our SVP of Customer Success and Operations and will be responsible for Advisor360°’s current Service & Support organization and related operational functions.

Key responsibilities

  • Pursue and evolve all Service & Support activities associated with our Enterprise-class SaaS products and the infrastructure they run on.
  • Provide internal desktop and IT services to internal personnel, while maintaining our IT infrastructure.
  • Develop and execute Service & Support strategies and processes with a strong focus on continual improvement and service excellence.
  • Ensure “Enterprise-class” services are provided to installed based customers.
  • Direct day-to-day activities around installed based reported incidents, defects, requests, questions, and other support-related cases.
  • Proactively track, assess, and improve overall efficiency and productivity within the service organization as it supports internal and external customers.
  • Maintain, evaluate, and evolve the tooling strategy for Service & Support, considering options and state of the art.
  • Provide focused, level-headed leadership when facing critical escalations and service events.
  • Work closely with integrated third parties and partners whose technology embeds in our platform and infrastructure.
  • Monitor and assess all client activities such as influx and service times to identify opportunities to improve client satisfaction.
  • Be accountable for service results through transparent tracking of client-specific SLAs and service goals.
  • Own client feedback survey results to drive increased client satisfaction.
  • Communicate regularly, internally, and externally, related to service accomplishments, challenges, plans, and performance.
  • Partner closely with Customer Success Managers to track, assess, and drive improvements in all forms of customer service and to drive CSAT and NPS results.
  • Collect and evolve our overall client focused metrics activities providing data and measurements to internal partners such as Customer Success.
  • Align and partner with Engineering, Operations, Infosec, Training, and Product teams to assure success across the full-service life cycle and work to reduce burden associated with support in these organizations.
  • Ensure operational readiness (e.g., process, training) for new clients/products/features/functions in collaboration with Product, Engineering, Client Onboarding, and Customer Success teams.
  • Lean in to drive a “client-obsessed” culture in the service organization and throughout the company.
  • Manage and motivate the services organization as they face challenges and demanding customers, and work to satisfy them.


  • 10+ years of professional experience as part of and leading a Service & Support team within a fast-paced environment, start-up, software product company, or SaaS organization.
  • Exposure or direct involvement with Customer Success teams and functions.
  • Bachelor's degree or higher in a related field.
  • Experience hiring, building and managing at least mid-sized distributed support teams and identifying areas for operational improvement.
  • Experience building scalable support processes and tools.
  • Experience supporting customers in a 24x7x365 environment.
  • Demonstrated attention to detail and strong planning, budgeting, and organizational skills.
  • Hands-on experience with Service and Support workflow tools such as ServiceNow
  • Experience building or supporting differentiated tiers of service or unique customer segments.
  • Experience supporting SaaS-based solutions.
  • Strong collaboration and problem-solving skills with a desire to put forth the best solution possible.
  • Ability to take direction, listen closely, and work independently based on directions and guidelines.
  • Local to Weston, Ma. and available to work in a Hybrid office environment (3 days in office required)

About Advisor360°

Come grow with us! Join a team of inventive, driven professionals!

Launched in 2019, Advisor360° combines a start-up's agile and innovative markers with the stability of an established enterprise. Ranked the largest FinTech company in Massachusetts by the Boston Business Journal, Advisor360° was born out of 20 years of feedback from the industry’s highest-producing financial advisors and has gone on to build a software that is second to none.

Our company specializes in building, delivering, and integrating technology for wealth managers. Our comprehensive platform offers a unified approach to managing wealth, delivering a connected experience to advisors and their clients.

Benefits include a competitive bonus plan, unlimited paid time off, paid sick time, volunteer time off, free access to vacation homes, a generous 401(k) employer match, stock appreciation rights, referral bonuses, 80% of either HMO or PPO premiums for individuals and family employer covered, 50% of dental insurance paid for, employer life and AD&D at 2X salary, short- and long-term disability coverage, a health savings account, flexible spending accounts, and paid bonding time for new parents.

Advisor360° also provides worthwhile perks, including a hybrid structure with most employees working from the office 2 to 3 times per week, tuition reimbursement, professional development opportunities, employee assistance programs, and more!

Join us on this journey. Advisor360° is an equal opportunity employer committed to a diverse workforce. We believe diversity drives innovation and are therefore building a company where people of all backgrounds are truly welcome and included. Everyone is encouraged to bring their unique, authentic selves to work each and every day. The way we see it, we are here to learn from each other.

Are you ready to build and discover together?