Remote New

VP Customer Support

Sagent
tuition reimbursement, flex time, 401(k)
United States
Aug 19, 2025
Why you'll LOVE Sagent: You could work anywhere. We know you are talented and looking for something inspiring and impactful. A place where you will make a difference and have a great time doing it! By choosing Sagent, you can be part of our mission to make loans and homeownership simpler and safer for all consumers. Sagent powers servicers and consumers. You power Sagent! About the Opportunity: As Vice President of Customer Support, you'll lead our support function with a focus on delivering operational excellence, scalable processes, and an outstanding customer experience for our clients in the mortgage servicing industry. In this highly visible role, you'll be responsible for building a proactive, data-driven support organization that strengthens our relationships with clients and helps us scale as our product offerings evolve. This is a hands-on leadership role that blends strategy, operations, and people development. You'll work cross-functionally with Product, Engineering, Implementations, and Client Success to ensure clients receive responsive and effective support that reflects our high standards. Your day-to-day at Sagent: Customer Support Strategy & Leadership Set and execute the long-term vision for the Customer Support function in alignment with company goals. Define and monitor KPIs that measure support efficiency, responsiveness, and client satisfaction. Build scalable systems, tools, and workflows to meet the needs of a growing SaaS business. Operational Execution Oversee all day-to-day customer support operations, including ticketing, escalations, knowledge base content, and support analytics. Drive continuous improvement in support workflows, response times, and resolution rates. Introduce and manage automation tools, self-service platforms, and AI/chat solutions where appropriate. Cross-Functional Collaboration Work closely with Product and Engineering to escalate issues, provide feedback loops, and influence roadmap priorities based on client needs. Partner with Implementations and Client Success to ensure continuity of support during onboarding and post-launch. Collaborate with Compliance, InfoSec, and Legal to ensure support processes align with regulatory and contractual obligations. People Leadership Lead, develop, and mentor a geographically distributed Customer Support team. Foster a culture of accountability, empathy, and ownership. Hire and structure the team for scale, with a focus on developing future leaders and retaining top talent. Customer Advocacy Act as the internal voice of the customer, identifying themes in support interactions and advocating for changes that improve product usability and client satisfaction. Support customer-facing communications during outages, major incidents, or product changes. Promote customer trust by ensuring transparency, timely communication, and resolution of critical issues. We would love to hear from you if you have: Bachelor's Degree in business, computer science, and/or related field with 10+ years of experience in Customer Support. 8+ years of experience in loan servicing, including any area. Excellent oral, written, and presentation skills with the ability to convey technical concepts to non-technical stakeholders clearly. Strong leadership skills with experience leading cross-functional teams and driving products to completion. Analytical mindset, comfortable using data to inform decision-making and product improvements. Willingness to travel occasionally (up to 20%). Perks! As a Sagent Associate, you will be eligible to participate in our benefit programs beginning on Day #1! We offer a comprehensive package including Remote/Hybrid workplace options, Health Benefits, Unlimited Flexible Time Off, Family Planning Services, Tuition Reimbursement, Paid Family Leave, 401(k) Matching, Pet Insurance, In-person and Virtual Social Experiences, Career Pathing, Focus Time Fridays and much, much more! Why Sagent? Sagent is transforming the mortgage servicing industry by bringing the modern experience customers now expect from loan originations to loan servicing. Our platform lets customers manage their home-owing lives from anywhere while giving servicers lower costs, scale compliance and higher servicing values through full market cycles. Sagent is a joint venture that combines Fiserv Inc.'s decades of market-leading fintech expertise with Warburg Pincus' skill in growing technology companies. We hire innovators and doers to disrupt the last and most complex frontier of lending and housing. We're growing fast and need you to help shape our future. Sagent is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, nationalorigin, disability or protected veteran status.