VP of Customer Support
Remote , USA | Leading Information Technologies Company
Functions:IT / Information Technology
Job Description:75 people have viewed this job
VPs of customer support manage the overall performance of people and processes to achieve the highest levels of customer satisfaction.
As a senior executive, you will lead a team of 5-10 customer support managers to implement data-driven action plans to fix quality bar failures.You will maximize customer satisfaction, monitoring performance, deep diving into proper metrics. In a contact center, managers typically measure agents’ performance on the number of calls they handle in a given period. The pressure is on agents to minimize the time spent on individual calls. However, if agents do not resolve customers’ inquiries effectively, customer satisfaction levels can drop. Imagine doing this exercise of focussing management teams on the right metrics, balancing operational metrics against customer service metrics across 50 different software products, that’s where the challenge begins, and that’s what differentiates this position from any other typical contact center in the software industry.
Other duties include but are not limited to:
Become an expert on Leading Information Technologies Company’s WorkSmart Productivity tool
Staff your support management with elite global resources that are smart, technical and have a passion for solving customer issues
Establish a clear set of operational metrics and targets for each critical business process within the company
Cultivate a culture rooted in accountability for the customer, continuous improvement and excellence
Work closely with the SVP to ensure a support model that will scale as Leading Information Technologies Company’s portfolio continues to grow
As a core part of the leadership team that will drive the success of the support organization, your core responsibilities include:
Lead a team of 5-10 Customer Support Managers and be responsible for recruiting and developing a world-class team of professionals
Deep dive into operational metrics against set targets for each critical support process to create operational improvement strategies week over week
Evaluate and perform root cause analysis of quality bar failures week over week
Help the SVP establishing processes, and training infrastructure to deliver fast and high-quality solutions to customer queries
Assume operational leadership for our global support across all portfolio companies - while building a model that can accept another 25-50 companies per year
To be a great candidate for the VP of Customer Support position, you must have the following skills/experience:
Have a university degree (BS, MS, or PhD) in either Computer Science, Computer Engineering, Mathematics, Physics or Information Technology
Have perfect spoken and written English skills
2+ in a customer facing support position
5+ years of experience in a hands-on technical position such as Software Engineer, Network Engineer, L2+ Technical Support or System Administrator
5+ years of experience managing a software customer support organization
Previously managed a team of at least +50 individual contributors
A deeply operational mindset - you dive into details, make decisions based on data, relentlessly measure and test, and hold people accountable for fact-based results.
Other highly desirable skills/experience include:
A strategic organizational outlook - you are able to quickly provide strategic input to the executive layer for any part of the organization you are responsible for.
Exceptional communication and relationship building skills, high emotional intelligence, and proven ability to thrive in high growth, global, virtual environment
WHAT YOU WILL LEARN
As a VP of Customer Support, you will be part of a fast pace remote work environment where information, processes, and procedures can change from one day to the other. You will learn how to overcome the challenges of managing an entirely remote customer team, and ultimately, you will learn to move fast, take risks and learn from failures.
Joining the support team, you will keep pace and operate at scale and learn how to onboard new acquisitions at a rate of 1 company/product per week. Your willingness to un-learn your traditional management style and learn how to use our productivity management tool, “WorkSmart Pro,” will define your success managing a 100% remote and 100% international team. To do so, we will provide you with a unique Worksmart Pro training for managers that include:
What it takes to measure success on a daily and weekly basis with proactive suggestions on how to take performance to the next level
Understand how focused and how intense your teams work on their tasks with real-time dashboards
Acquire the skills necessary for conducting deep dives to resolve problems with your teams using big data coaching
Identify top and bottom performers with a click
Coach your team on the importance of daily progress against quarterly set quantifiable goals which deliver real business valueb