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Customer Support Manager


We are looking for experienced customer support managers at an enterprise company.

 

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Customer Support Manager
$100,000 USD Per Year

 
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$50 USD PER HOUR AT 40 HOURS PER WEEK

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DRIVE RADICALLY DIFFERENTIATED PROCESSES

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DELIVER TOUGH HIGH VALUE GOALS

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WORK WITH TOP 1% OF GLOBAL TALENT

You have previously proven your ability to identify processes to be improved and have driven deep reaching organizational changes. You will be expected to demonstrate your know-how on change management, your expertise in crafting & setting challenging goals to your Teams, so you can drive every Team member to overachieve their objectives. You will also be required to report and analyze tactical KPIs, while being a proposition force to continuously improve your Team and the organization performance.

You will be responsible for overseeing a team of 15-20 individuals.  You will be responsible for ensuring that each team members successfully resolves support tickets that are assigned to them, liaising with IT and Engineering teams where necessary. You will also successfully manage escalations from customers. You will be expected to Manage this with fast resolution time and high quality deliverables. Unlike other support organizations - we have an innovative model where every agent learns every product.  To do this - we staff with only the best global support engineers.  You will own the task of reviewing feedback from customers and using the insights to drive internal process improvements. Under your leadership, we expect to see consistent improvement in the net promoter score and the issue resolution times.


Expectations

  • Visibility and management over the whole end to end process for incidents, requests and problems, using our innovative tools

  • Collaboration with other teams to find great solutions to complex customer issues

  • Presentations to the team and to key stakeholders

  • Quarter over quarter improvement in team quality and productivity through weekly goal setting and execution

 

Key Responsibilities

  • Day to day management of a team of 15-20 agents including scheduling, holiday planning, performance management, productivity improvements, on/off-boarding

  • Participate in hiring tournaments, recruitment, testing, interviewing and candidate feedback; work with our recruiters to continuously improve the process

  • Team performance reporting and analysis; planning and execution of improvement plans to reach goals: net promoter score, response and resolution time, internal quality standards and other KPIs

  • Orchestration of agent training using our innovative pair support model, and contribute to knowledge-management,, quality management and other internal improvement plans

  • Proactive improvement plans across multiple support channels - telephone, chat, support portal, email, social media support channels

  • Contribution to new product imports and proof of concept trials as part of our growth and innovation strategies

Candidate Requirements

  • 5+ years experience managing 10+ person enterprise software customer service teams - including help desk support teams (phone and email based) - with a track record of customer reported excellence across multiple products and technologies

  • You have proven success in a customer facing role including building new relationships, presenting to customers, supporting customers through negotiations and escalations and other critical situations

  • Experience with deep diving into specific tickets and have an ability to understand the core of any operational issue by having an understanding of the details.

  • You can proactively identify and evaluate what processes can be improved to drive efficiency within the organization. You excel at building, validating and owning the process improvement plan implementation and measure its success through clear targets and results.

  • Exceptional communication and leadership skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment are essential


Customer Support Manager Career Ladder

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Who Is Crossover?

Crossover connects the world's top talent with the world's best companies. We're re-inventing how people find long-term, challenging work, and how companies leverage the best talent in the world. We assemble teams of rockstars and provide playbooks and a platform, WorkSmart, to help teams and individuals continuously improve how they work.

We're creating a future where all high-skill jobs are in the cloud and big data helps people and teams be more productive. A future where brick and mortar offices are history. We believe the future of the workforce is global and will be built from teams collaborating from every corner of the world.

Crossover has more than 2,500 partners in 108 countries. Unlike freelancer or outsourced marketplaces, Crossover only offers long-term, multi-year projects or programs.

Hear more about our strategy and vision from our CEO, Andy Tryba: 

 

The Remote Life @ Crossover.

A key benefit of Crossover - and the cloud - is all our roles are location independent. Live and work anywhere: work from home, a coffee shop or at one of the many co-working spaces Crossover partners can access and collaborate.

 Work from a home office or co-work at the many co-working spaces available to partners around the world

Work from a home office or co-work at the many co-working spaces available to partners around the world

We believe in equipping people to work where they can be the most productive and happy, with a commitment of 40 hours a week.

Crossover offers:

WEEKLY PAYMENTS IN USD

FULLY LEGITIMATE CONTRACT

FULL
40 HOURS/WEEK

LONG TERM
2-3 YR PROJECTS

 

Talk to our Global Brand Ambassador to learn more about the role!

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Anca-Maria Ghisa
Global Brand Ambassador


 

HOW DO I APPLY?

Step 1: Online Application

Start your application by creating an account and profile with Crossover, then uploading your resume and confirming your email address. From there, the Crossover platform will guide you through the remaining steps.


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Step 2: Take the English and Fundamentals Test

We have a series of multiple-choice tests to check for the knowledge and skills needed for the role and an English exam where we ask candidates to upload a 2-3 minute audio submission. After this stage, you will receive an email invitation to the next step in the application process.


Step 3: Free Response Questions and CCAT Testing

In this step, we will ask you a series of free response questions that will simulate scenarios you are likely to encounter in the role. We find both the willingness to invest this time – coupled with the insights we derive from the answers – help us find the truly capable and passionate candidates. You may also be asked to make a presentation of your answers to demonstrate your communication skills. The free response section is an opportunity to preview the type of work you would be doing in the role and demonstrate your technical skills and abilities to hiring managers. The last free response question will invite you to complete CCAT testing. The CCAT measures cognitive aptitude or general intelligence, and tests an ability to solve problems, digest and apply information, learn new skills, and think critically.


Step 4: Join the Interview

The final step of the evaluation process is the marketplace interview. One of our hiring manager evaluators will speak with you on a video call to understand if you're the best fit for the position. In addition to technical and business questions about your current and previous roles and achievements, you may be asked about the answers you gave in your free response questions.


Step 5: Meet the Customer and Get Hired

If you successfully pass all stages of the evaluation process, you will have the opportunity to talk with hiring managers about the positions that are currently available. This is intended to be a two-way discussion where you can ask questions about the team, product, metrics, roadmap, etc. You can interview with as many hiring managers as desired and make the decision on which company or team best fits your interests and career goals.