Customer Support Manager


Are you one of the exceptional few that can lead a team of talented software support engineers? Learn more about our Customer Support Manager role.

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!

, we have  full time partners from your country,   Let’s make it !


 
 
 
 
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

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

REMOTE CAMP 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 Remote Camp training program. This is elite training taught by our top instructors.

Here’s what our graduates have to say about Remote Camp,

"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 Remote Camp 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 Remote Camp) 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. Remote Camp 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.

 
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.

 
 
KEY RESPONSIBILITIES

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

 
CANDIDATE REQUIREMENTS

To be a great candidate for the Customer Support Manager position, you must have the following skills/experience:

Have a university degree (BS, MS, or PhD) in either Computer Science, Computer Engineering, Mathematics, Physics or Information Technology

Have perfect spoken and written English

2+ years of experience in a customer facing support position

5+ years of experience in a hands on technical position such as Software Engineer, Network Engineer, L2+ Technical Support or System Administrator

2+ years of experience managing a customer support team of 5 or more people

Strong leadership and coaching skills

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

 
 
WHAT YOU WILL LEARN
 

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.

 
 
CAREER PATH
 
VP of Customer Support
3125
Responsible for a team of 20 - 100 agents

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

100
Customer Support Manager
3128
Responsible for a team of 15-20 agents

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

50
Product Support Manager
3618
Responsible for finding any bug in solution code, product code and configuration

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

50
 
 
 
Work Examples
Assets
blog
Taking Deep Work Remote
https://medium.com/the-crossover-cast/taking-deep-work-remote-f1d55045de51
Medium
blog
Building Dependable, Engaged Teams with Crossover
https://medium.com/the-crossover-cast/building-dependable-engaged-teams-with-crossover-3b25a15c9761
Medium
Relevant files and links
External resources
article
Teaming
How to turn a group of strangers into a team
https://www.ted.com/talks/amy_edmondson_how_to_turn_a_group_of_strangers_into_a_team
TedTalk
url
The Bar is So Low
The Realities of Memorable Service
https://www.youtube.com/watch?v=yuuk3pStM24
YouTube
url
I Was Seduced By Exceptional Customer Service
John Boccuzzi, Jr
https://www.youtube.com/watch?v=GH1TXfQSwUQ
YouTube
pdf
Why Managers still need to be coaches
Webinar
https://drive.google.com/open?id=0BwCc5pg6N7n7UDczQnFRa2l6T3U5eTMtMl9Sem02d0lOY2VF
GDrive
 

Questions
and Answers

  • 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.

 
 
 
WHAT CROSSOVER MEMBERS SAY ABOUT THE ROLE

 
FAQs