Customer Support Manager


Apply for high-paying remote Customer Support Manager jobs right now. Be part of a global customer support team where every agent learns every product. Work with the best global support engineers using our data-driven solution to help you measure productivity within your remote teams.

Customer Support Manager

$ 100k USD/year  $ 50 USD/hour   40h/week   Remote Position   Long-term

We are looking for exceptional Customer Support Managers, who are goal oriented leaders and are excited about developing people. At Crossover, our goal is to build world-class technical support teams. And we’re looking for the exceptional few that can manage, and lead a team of talented software support engineers.

If you’re passionate about service, coaching, and you’re able to analyze data to drive quality and production; then we want you to lead our elite force.

 
 
Why Crossover?
Crossover recruits and builds world class high performing teams to power the fastest growing portfolio of software products in the world. No other company provides the training and the opportunities to test yourself on the depth and diversity of projects that we do. All roles are location independent so you are guaranteed to work with the best in the world. Challenge yourself. Be part of the change.
 
 
WHAT YOU'LL BE DOING
INTERESTED? APPLY NOW!

Customer Support Managers at Crossover are excited about their mission to deliver stellar service and develop people.

Our Managers are experts in analyzing data from our Worksmart tool to drive performance. These elite coaches are the driving force behind Crossover’s success.

Depending on the situation your day could start with:

  • 1:1 meetings where the metrics are reviewed, feedback on the call and ticket analysis is given; and any blockers that agents have, discussed

  • Coaching sessions where agents need help/guidance on a specific topic, from soft-skills advice to technical product training

  • Weekly meetings: enforcing team updates, process changes, and/or improvements

 
BOOTCAMP PROGRAM

To apply for a role at Crossover, you will go through a series of online tests, usually during the online hiring event. If you pass these tests, you will be offered the opportunity to participate in our four-full-time week Bootcamp training program. This is elite training taught by our top instructors.

Here’s what our graduates have to say about Bootcamp:

"I am very pleased to say that because of Crossover's unorthodox and unique way of transferring the knowledge through (Paired sessions, coaching sessions with CSMs), I have never been more confident in my technical skills and abilities for my role."
-Mikael F

"The CTO Bootcamp was another thing that motivated me. I wanted to see how CTOs across the globe work and learn from them."
-Javed Z

"I've been with the company since Aug (been part of the second Bootcamp) and since then I've learned SQL, databases, servers, tapes, other content management systems etc- and that's only been in 3 months. Usually when I'm in a new company, I learned a lot about their platform, their tools etc during the length of my time with them but never at this speed!"
-Monnaliza T

It is offered as soon as you want to get started. You will be compensated for 40 hrs/ week at the hourly rate for the role you are applying to. Bootcamp training is an excellent opportunity to learn about our culture, expectations, tools, processes, and procedures. It's an intensive and demanding program, but every graduate is guaranteed a job at the end of it.
 
KEY RESPONSIBILITIES

Manage and coach a team of 15-20 remote Level 1 & Level 2 Software Support Engineers

Conduct 1:1s and check-ins to drive quality, and provide weekly updates to team

Give visibility and manage the whole end to end process for incidents, requests and escalations

Show week over week improvement:
• You will be measured by the quality and productivity of your teams on a weekly basis
• You have to be comfortable with receiving daily feedback on team’s performance and fix what is not working at the speed of light
Foster a culture that embodies Crossover’s values of excellence and world class service

Utilize the data from the Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals

Collaborate with our Knowledge Base Team in the creation, management and dissemination of information

Participate in Crossover’s Global Hiring Tournaments

Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts

Must be able to manage and thrive in a virtual, global, and fast paced environment

 
CANDIDATE REQUIREMENTS

Bachelor’s degree or equivalent

Pristine spoken English

7+ years of software support experience managing +15 L1/L2 software support agents

Experience with deep diving for >500 tickets volume per week

Experience writing technical knowledge base articles and playbooks

Strong leadership and presentation skills

Excellent soft skills, including critical thinking, decision making, and conflict resolution

Committed to self-development and the professional growth of others

A passion for creating work in a process-driven way and working with team members to continuously improve the process

Excellent at reducing overly complicated and unstructured answers into a set of simple and structured decisions

 
 
ONLINE HIRING EVENT



A hiring event is a scheduled online event where all our relevant testing relating to a role is conducted on the same day. Submissions received during the event are graded the following week, and successful candidates notified if they have progressed to the next round which is an online interview with a Hiring Manager.

 
 
WHAT CROSSOVER MEMBERS SAY ABOUT THIS ROLE

 
 
 
CAREER PATH
YES - YOU WON'T STOP HERE!

Role Level L1 L2 L3 CSM VP SVP
Job Title Customer Support Agent (Engineer) Customer Support Agent (Architect) Customer Support Agent (Chief Architect) Customer Support Manager VP of Customer Support Senior VP of Customer Support
Compensation $15/hr (~$30k/yr) $30/hr (~$60k/yr) $50/hr (~100k/yr) $50/hr (~$100k/yr) $100/hr (~$200k/yr) $200/hr (~$400k/yr)
Role Type Individual Contributor Individual Contributor Individual Contributor Manager Manager Manager
Job Title
(at typical previous job)
Support Engineer, Technical Support Agent Senior Support Engineer, Senior Technical Support Agent, Senior Software Engineer Senior Software Architect, L3 Technical Support Customer Support Manager, Customer Support Team Lead Customer Support Director, VP of Customer Support Customer Success Executive / SVP Customer Support
Minimum work Experience 2+ years in technical customer support 3+ years in technical customer support 5+ years in technical customer support and software engineering 3+ years hands-on technical support 1+ years as team manager 3+ years hands-on technical support 5+ years as team manager 3+ years hands-on technical support 5+ years as team manager
Total Team Size N/A N/A N/A 15-20 agents 20 - 100 agents 100+ agents
Budget Responsibilities $50/hr (~$100k/yr) $100/hr (~$200k/yr) $200/hr (~$400k/yr) $400/hr (~$800k/yr) $400/hr (~$800k/yr) $400/hr (~$800k/yr)
Total Industry experience 2+ years 3+ years 5+ years 5+ years 10+ years 15+ years
Manager Experience Not Required Not Required Not Required Required Required Required
Education Bachelor’s Degree or equivalent Bachelor’s Degree or equivalent Bachelor’s Degree or equivalent Bachelor’s Degree or equivalent Master’s degree or equivalent Master’s degree or equivalent
Core Deliverables * Handles customer issues end to end
* Outstanding troubleshooting
* Outstanding quality customer service
* Escalates promptly to ensure fast resolution
* Handles the more difficult customer issues end to end
* Outstanding troubleshooting
* Becomes a Subject Matter Expert
* Handles the hardest technical issues
* Authors playbooks training for to increase the capability of L1 and L2 support teams
* Handles customer escalations
* Daily deep dives on tickets
* Sets aggressive weekly goals for productivity and quality
* Creates training materials
* Trains and coaches agents
* Handles customer escalations
* Deep dives on tickets
* Delivers weekly progress on quarterly quality and productivity goals for a subset of support
* Trains and coaches managers
* Handles customer escalations
* Deep dives on tickets
* Delivers aggressive quarterly quality and productivity targets that impact customer retention
* Trains and coaches VPs
English proficiency proficient proficient proficient proficient proficient proficient
Technical proficiency Technically literate Technical troubleshooting to the code and configuration level Can find any bug in solution code, product code, and configuration Technically Literate Technically Literate Technically Literate


 
 
THE HIRING MANAGER

carreer growth opportunities
WHAT YOU'LL LEARN
Learning and Growth
You will be part of a fast pace remote work environment where information, processes, and procedures can change from one day to the other, and you will learn to keep the pace. You will learn how to work together with a large organization, making all the different parts fit together, to improve the end-to-end process of support.

You will learn how to apply tools and techniques to make the products better from the support point of view, from the creation of test environments to troubleshooting tools.
 
 
FAQs

 
 
 
Now what about checking some great work examples of what we do here?
 
 
RELEVANT FILES AND LINKS
FOR THIS ROLE