Vice President, Customer Experience
LaSalle Network, Chicago, IL, United States
Overview
LaSalle Network is hiring on behalf of a rapidly growing technology company in Chicago, seeking a
Vice President, Customer Experience . This individual will build the customer experience function from the ground up, creating workflows, implementing support systems, defining SLAs, and establishing metrics that drive quality, responsiveness, and customer satisfaction. The
Vice President, Customer Experience
will hire, develop, and lead a high-performing team of customer support and technical service professionals while serving as the bridge between customers and internal teams. This role will ensure issues are resolved efficiently, feedback is captured, and insights are used to improve products and processes.
The ideal candidate has experience building and scaling customer experience teams within technology companies, with expertise in enterprise support environments such as SaaS, cybersecurity, fintech, cloud infrastructure, or identity solutions. Success in this role requires strong leadership, operational discipline, technical fluency, and a commitment to delivering world-class service.
Vice President, Customer Experience Responsibilities
Hire, train, and manage the Customer Experience team
Develop workforce planning, performance management, and service standards
Define service tiers, support coverage models, SLAs, and escalation paths
Implement ticketing systems, CRM tools, and knowledge base platforms
Create workflows for intake, triage, prioritization, escalation, and resolution
Develop playbooks, onboarding materials, and customer-facing resources
Partner with Engineering and Product to escalate issues and improve feedback loops
Work with Sales and RevOps to ensure seamless customer handoffs
Coordinate with Security, Compliance, Finance, and Operations on customer matters
Own KPIs including response time, resolution time, CSAT, NPS, and SLA performance
Build dashboards and deliver regular executive reporting
Identify trends and recommend process or product improvements
Serve as executive escalation point for high-priority issues
Lead incident communications when needed
Build trust with enterprise, government, and consumer customers through consistent service delivery
Vice President, Customer Experience Qualifications
12+ years in leading customer experience, support, or operations roles
5+ years leading and scaling support teams
Experience in high-growth SaaS, cybersecurity, enterprise software, or infrastructure companies required
Proven track record building support functions from zero to scale
Experience supporting enterprise or security-focused customers
Expertise with platforms such as Salesforce Service Cloud, Jira, Zendesk, or similar
Experience with reporting dashboards, analytics, and workforce planning
Proven people leadership and coaching experience
Strong escalation management and SLA ownership
Excellent communication skills with ability to translate technical issues into clear customer updates
Compensation
$175,000-200,000 base salary, discretionary bonus eligibility
Location
Downtown Chicago, On-Site
How to apply
If you are qualified and interested in learning more, apply today!
Rachel Holmes
LaSalle Network is an Equal Opportunity Employer m/f/d/v.
LaSalle Network is the leading provider of direct hire and temporary staffing services. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries.
All assignments are at-will and their duration is subject to change.
#J-18808-Ljbffr
LaSalle Network is hiring on behalf of a rapidly growing technology company in Chicago, seeking a
Vice President, Customer Experience . This individual will build the customer experience function from the ground up, creating workflows, implementing support systems, defining SLAs, and establishing metrics that drive quality, responsiveness, and customer satisfaction. The
Vice President, Customer Experience
will hire, develop, and lead a high-performing team of customer support and technical service professionals while serving as the bridge between customers and internal teams. This role will ensure issues are resolved efficiently, feedback is captured, and insights are used to improve products and processes.
The ideal candidate has experience building and scaling customer experience teams within technology companies, with expertise in enterprise support environments such as SaaS, cybersecurity, fintech, cloud infrastructure, or identity solutions. Success in this role requires strong leadership, operational discipline, technical fluency, and a commitment to delivering world-class service.
Vice President, Customer Experience Responsibilities
Hire, train, and manage the Customer Experience team
Develop workforce planning, performance management, and service standards
Define service tiers, support coverage models, SLAs, and escalation paths
Implement ticketing systems, CRM tools, and knowledge base platforms
Create workflows for intake, triage, prioritization, escalation, and resolution
Develop playbooks, onboarding materials, and customer-facing resources
Partner with Engineering and Product to escalate issues and improve feedback loops
Work with Sales and RevOps to ensure seamless customer handoffs
Coordinate with Security, Compliance, Finance, and Operations on customer matters
Own KPIs including response time, resolution time, CSAT, NPS, and SLA performance
Build dashboards and deliver regular executive reporting
Identify trends and recommend process or product improvements
Serve as executive escalation point for high-priority issues
Lead incident communications when needed
Build trust with enterprise, government, and consumer customers through consistent service delivery
Vice President, Customer Experience Qualifications
12+ years in leading customer experience, support, or operations roles
5+ years leading and scaling support teams
Experience in high-growth SaaS, cybersecurity, enterprise software, or infrastructure companies required
Proven track record building support functions from zero to scale
Experience supporting enterprise or security-focused customers
Expertise with platforms such as Salesforce Service Cloud, Jira, Zendesk, or similar
Experience with reporting dashboards, analytics, and workforce planning
Proven people leadership and coaching experience
Strong escalation management and SLA ownership
Excellent communication skills with ability to translate technical issues into clear customer updates
Compensation
$175,000-200,000 base salary, discretionary bonus eligibility
Location
Downtown Chicago, On-Site
How to apply
If you are qualified and interested in learning more, apply today!
Rachel Holmes
LaSalle Network is an Equal Opportunity Employer m/f/d/v.
LaSalle Network is the leading provider of direct hire and temporary staffing services. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries.
All assignments are at-will and their duration is subject to change.
#J-18808-Ljbffr