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!
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
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.
Key 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 to provide weekly updates to assess each team member’s performance
Manage the whole end to end process for incidents, requests, and escalations
Show week over week improvement
You will receive daily feedback from your VP on the team’s performance, and you need to fix what is not working immediately
Utilize the data from the Worksmart productivity measurement tool to develop individual performance plans and achieve aggressive weekly goals
Collaborate with our Knowledge Base Team in the creation, management, and distribution of critical information
Participate in Crossover’s Global Hiring events
Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts
Be able to manage and thrive in a global, fast-paced virtual environment
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.
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.
Relevant Files and LinksAs a Manager, you must have extensive experience managing remote or onsite teams. Crossover is a global recruiting company, where you will have access to the best talent in the world. As a Customer Support Manager, you will need to develop a team and coach them into becoming a productive unit. Here are some points of view from experts in the customer support industry:
Teaming How to turn a group of strangers into a team
The Bar is So Low The Realities of Memorable Service
I Was Seduced By Exceptional Customer Service, John Boccuzzi, Jr
Why Managers still need to be coaches Webinar
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.