Customer Support Manager$ 100k/Year ($ 50/Hour for 40 hours of productive work per week) Remote Position Long-term
Can you coach direct reports on the difference between providing excellent customer service vs. delivering an exceptional customer experience? Have you ever felt discouraged by the lack of professionalism or the care it takes to improve processes in your previous managerial roles? Do you desire to have an impact, to build a reliable support infrastructure? Do you dream of creating a culture of excellence, continuous improvement and putting customers first?
At Crossover, we empower our Customer Support Managers to be leaders of change. As Customer Support Manager you will continuously improve upon our processes, and build a culture filled with excitement and passion for delivering exceptional customer service. We are seeking goal-oriented leaders that desire the opportunity to disrupt the support industry and redefine world-class service. We want the exceptional few that can manage and lead a team of talented software support professionals.
If you’re passionate about service, coaching, and can analyze data to drive quality and production; then we want you to lead our elite force!
Level 1 Customer Support
Crossover University graduate supportive work culture and stability
Customer Support Managers at Crossover are excited about their mission to deliver world-class service and develop people at the same time.
Our Managers are experts in analyzing data to improve performance. These elite coaches are the driving force behind Crossover’s success.
This is a work from home position, and managers are required to lead a remote team of level 1 and level 2 agents from all around the globe. To do so, you will utilize the data from our Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals. You will be responsible for coaching your team, and you will be expected to drive quality and ensure agents are delivering stellar service to every customer. You will also be an active part of Crossover’s growth by participating in hiring tournaments aim to find top talent for your teams.
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 blockers 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, and process changes
Monitoring your team's performance on a daily basis using our productivity tool “Worksmart” to find inefficiencies and create data-driven action plans for bottom performers
Ensuring that customer issues are handled appropriately by our agents. This includes, managing ticket assignments, monitor issues in Zendesk, our ticketing platform, and working directly with customers as needed
Perform general management functions to support ongoing infrastructure development and process improvement
Responsibilities include but are not limited to:
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 the 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
You will learn how to operate at scale and learn how to onboard new acquisitions at a rate of 1 company/product per week. You will study what it takes to measure success on a daily and weekly basis.
You will acquire the skills necessary for conducting deep dives to resolve problems with your teams. You will coach your team on the importance of daily progress against quarterly set quantifiable goals which deliver real business value.
You will learn how to overcome the challenges of managing an entirely remote customer team. Ultimately, you will learn to move fast, take risks and learn from failures.
A good fit for...
10+ years of customer support experience
Manage support operations of more than 100+ ICs
Handling customer escalations
Conducting deep dives on tickets
Delivering weekly progress on quarterly quality and productivity goals for a subset of support
Training and coaching managers
A good fit for...
Handling customer escalations
Conducting daily deep dives on tickets
Setting aggressive weekly goals for productivity and quality
Creating training materials
Training and coaching agents
A good fit for...
5+ years in technical customer support and software engineering
Handles the hardest technical issues
Authors playbooks training to increase the capability of L1 and L2 support teams
What does a typical day look like for a Customer Support Manager?
Customer Support Managers are responsible for managing the overall performance of their team, customer issues and general management of the business unit. For customer issue management, CSMs are responsible for ensuring that customer issues are handled appropriately by our agents. This includes, managing ticket assignments, monitor issues in Zendesk and working directly with customers as needed. Team management includes managing the day-to-day activities, training, driving performance to ensure goals are met. CSMs will also perform general management functions to support ongoing infrastructure development and process improvement.
Can you give some example metrics/deliverables for the job of a Customer Support Manager?
CSMs are expected to drive the performance of their team to achieve target goals defined by the VP and business needs. These may include NPS, Quality, Avg. Resolution Time, Ticket Backlog, and other metrics as defined by the business.
Who does the Customer Support Manager report to directly?
Vice President of Customer Support.
What types of products will we support?
The types of products we support range from vertical specific software to developer tools to retail and everything in between. Since most of the customer we support growth through acquisition - the portfolio is a broad list comprising of SaaS, on-premise software, tech-enabled managed service and pure IT consulting companies in North America and Europe.