Customer Support Manager
$100,000 USD Per Year
$50 USD PER HOUR AT 40 HOURS PER WEEK
DRIVE RADICALLY DIFFERENTIATED PROCESSES
DELIVER TOUGH HIGH VALUE GOALS
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.
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
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
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
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.
We believe in equipping people to work where they can be the most productive and happy, with a commitment of 40 hours a week.
WEEKLY PAYMENTS IN USD
FULLY LEGITIMATE CONTRACT
2-3 YR PROJECTS
Talk to our Global Brand Ambassador to learn more about the role!
Global Brand Ambassador