VP, Customer Service & Support

Are you passionate about operational excellence, innovation, and leading teams in a dynamic environment? If so, we are excited to meet you!

We’re Honorlock, the leading online proctoring solution supporting over 300 institutions worldwide. With a growing team, cutting-edge technology, and strong funding, we’re transforming the education space by enabling secure and accessible testing experiences for millions.

We are seeking a Vice President, Customer Service & Support to elevate our proctoring and support operations to the next level. This role is for you if you thrive on driving efficiency, leading diverse teams, and scaling operations globally.

Who We Are

At Honorlock, we combine live proctoring with advanced AI to safeguard exam integrity while providing an exceptional experience for test-takers. Rated the #1 online proctoring service on G2, we empower institutions to expand their offerings, enhance learning, and achieve better outcomes.

We are passionate about innovation, customer satisfaction, and building a team that supports educational opportunities for all.

About the Role

As the Vice President, Customer Service & Support, you will  be responsible for our remote US proctoring and support teams, managed by two directors and their respective managers, including day and night operations. In addition, you will oversee the offshore team and partner with their leadership team. You will be critical in shaping operational strategies, implementing scalable solutions, and ensuring seamless service delivery. This position directly impacts our ability to compete in a cost-conscious market while delivering exceptional value to our partners.

Key Focus Areas

• Operational Leadership: Directly manage directors and their teams to ensure alignment with company objectives and seamless 24/7 operations
• Strategic Roadmap: Develop and implement a roadmap for efficiency, incorporating process improvements, automation, and resource optimization
• Global Operations: Standardize processes across regions and shifts while leveraging offshore teams to balance quality and cost
• Data-Driven Decisions: Use analytics to monitor team performance and translate insights into actionable improvements
• Leadership Development: Build leadership capabilities within the current management team, focusing on engagement and retention in a remote environment

Key Responsibilities

As the VP, Customer Service & Support you are an innovative, service-oriented individual who is excited to be part of a company that enables the best to be even better. You are highly experienced and looking for the opportunity to provide your expertise to drive change. As VP, Customer Service & Support, you enjoy leading teams within a collaborative environment and your goal is to ensure excellent service to our Students, Provosts, Administrators and Faculty. You enjoy being hands-on in your role and thrive off identifying innovative solutions for your team and Honorlock.

• Lead the remote proctoring and support teams, ensuring excellence across day and night shifts
• Drive operational efficiency and scalability through process improvements, automation, and workforce planning
• Leverage experience with offshore and global operations to optimize service delivery while reducing costs
• Collaborate with technology teams to enhance service delivery using AI and automation tools
• Use data-driven insights to measure team performance, response times, and customer satisfaction, and implement corrective actions
• Evaluate current leadership structure, identifying opportunities to strengthen or enhance management capabilities
• Establish and execute a strategic vision to maintain Honorlock’s competitive edge and operational excellence
• Familiarity with the Education Technology, Higher Education and/or ProEd landscape

Qualifications

• Bachelor's degree in a related field
• 8+ years of relevant experience, with a strong background in leading and scaling 24/7 operations, preferably in tech-enabled services
• Expertise in process improvement, workforce optimization, and customer satisfaction
• Exceptional communication and interpersonal skills with a strategic mindset
• Proven leadership skills with the ability to inspire and guide cross-functional teams
• In-depth knowledge of production workflows, industry trends, and emerging technologies
• Business acumen and a customer-focused approach
• Ability to thrive in a fast-paced, dynamic environment
• A growth mindset with a deep desire to contribute to the operational structure, efficiency, and growth of an organization
• Demonstrated  solid track record in enhancing operational efficiency, team member development initiatives, and improving customer experiences

Why Join Honorlock?

At Honorlock, you will play a pivotal role in shaping the future of online education while growing your career. Our innovative platform, collaborative team culture and dedication to excellence create an environment where your ideas and leadership will have a lasting impact. Join us and help improve educational opportunities for millions worldwide!

• Unlimited PTO
• Remote-first company
• Choice of company-issued laptop
• Healthcare benefits 
• Company matched 401k