VP of Customer Support
Remote , USA | Crossover
Functions:IT / Information Technology
Job Description:127 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 Crossover’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 Crossover’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
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