Remote Services Leadership Jobs in Ethiopia
- The best remote Services Leadership jobs are on Crossover.
- Find leading US companies hiring full-time managed services leaders in Ethiopia.
- Make improvement recommendations for customers to generate 100% user satisfaction.
See all remote jobs in Ethiopia
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Role Description
Are you a proficient written communicator who can detail the root causes of systemic issues? Are you someone who has a knack of troubleshooting operational inefficiencies?
Some of the partner organizations at Crossover are looking to onboard a skilled tech oriented professional that is skilled in dealing with customer requests and resolving technical problems, who is able to provide efficient tech support and also able to jumpstart small sets of feature requests to improve the customer experience.
In these roles, you will make bold and impactful design decisions that make customers fall in love with our support team:
- Do you have a plan to improve a metric in 3 weeks by a factor of 10? Go for it.
- Have you thought of a way to make teams more efficient in responding to customers? Go ahead and implement it.
- Want to replace a 3-year old software platform with a better one in 2 weeks? You are empowered to do it all.
The jobs can also involve translation skills, geo-spatial knowledge, and/or the ability to identify and communicate how related products support or provide solutions to the customer's request.
We have openings for multiple teams, so if you are looking for a flexible, work from home role, then this might be your opportunity to work remotely.
What you will be doing
- Conducting Deep Dives. You will dive into specific areas of support that are not currently meeting our quality bar (e.g., a decline in NPS or an increase in reopened tickets).
- Writing and Approving Improvement Proposals. You will draw from your rich experience as a customer support leader to make improvement recommendations aimed at achieving 100% customer satisfaction.
- Spend one day per week solving actual tickets from lower-level work queues to identify customer pain points and process inefficiencies and stay "close to the work".
What you will NOT be doing
- Developing software or managing teams of engineers; we have other positions that handle that. This role requires deep expertise and experience in customer support.
- Restricting yourself to specific products: You will be empowered to make system-level design decisions that will impact the support of all our products.
Key Responsibilities
- Setting and enforcing increasingly high quality standards aimed at achieving 80% FCR within a single shift.
- Building an efficient support machine capable of handling hundreds of products, thousands of support tickets per week, and tens of thousands of customers worldwide.
Candidate Requirements
- At least 7 years of technical customer support experience, with at least 2 years in a hands-on customer support management role.
- Ability to understand code, scripts, and database queries. While you will not be writing code in this role, you will still need to pass a basic coding assessment to get hired.
Frequently Asked Questions
What makes someone successful in a customer support leadership role?
Across our entire organization, one of the core tenants of leadership is the ability to "stay close to the work". Our customer support leaders, therefore, spend one day per week solving actual tickets from lower-level work queues so that they are better able to identify customer pain points and process inefficiencies. Successful customer support leaders are hands-on "doers" and not "delegators".
What is a typical day in this role?
You will spend the majority of your time deep-diving into specific areas of support that are impediments to achieving 100% customer satisfaction and making recommendations to fix systemic issues and raise quality standards. You will be responsible for setting the quality bar high through your own improvement proposals and through proposal reviews.
Which are the metrics you are measured by?
You will be judged by the quality of the customer service you and your team provide, and we measure it rigorously and constantly.
What you will learn
- You will learn to manage a remote workforce comprised of agents around the world working three 8-hour shifts per day for 24/7 service.
- You will learn how to scale a support organization to service hundreds of products.
- You will improve your ability to make knowledge- and process-driven decisions. This is an opportunity to rebuild your skill set and apply your best-in-class experience to help us build a cutting-edge support machine.
Work examples
Support executives at Trilogy often write Important Design Decisions (IDDs) focused on optimizing our service, from L1 customer interaction playbooks to higher-level process design, and continually improving our quality bars.
Featured remote managed services leader job in Ethiopia
VP of Operations @ Trilogy
$200,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks ($100 USD/hour)
Work from Ethiopia
Fully-remote
full-time (40 hrs/week)
Flexible schedule
Long-term role
Key responsibilities
- Execute proven operational and structural frameworks to turn around broken companies — we give you the playbook, you run with it (and tell us how you think it can be improved)
- Achieve positive margins and high customer retention rates for our portfolio of software company acquisitions
Description
Trilogy is hunting for “fixers”. If you are a ChatGPT whiz who can wade knee-deep into failing business processes and yank out the wrenches keeping things from turning smoothly, then we’re hunting for you.
In this role, you’ll be in charge of transforming waste into winning. How? By simplifying overly complex operations, eliminating wasteful processes (and people), and identifying and solving operational misalignments.
While some operations roles boil down to sitting in meetings all day, and others are one boring performance review after the next… this position will give you the power to get your hands dirty. You’ll plan and execute internal restructures that make everyone on your team say, “Wow, we should have been doing it like that from the start.”
Call us old-fashioned, but we think operations roles should involve operating — i.e., actually taking action to create change in the short term. Maybe you do, too?
Who You Are
- You genuinely enjoy digging into every part of a business to locate and eliminate operational inefficiencies
- You’re an expert at improving internal operations to deliver more value to customers (or you would be, but you haven’t had the power to try yet)
- You understand complex operations and quickly figure out ways to simplify them
- You may or may not have been called a “robot” by people who don’t understand getting pleasure from fixing something that’s broken
Candidate requirements
- 5+ years of experience in the enterprise software industry, building a deep understanding of software practices
- 5+ years working in an operational role
- 3+ years of experience in a customer-facing role (e.g., Support, Sales, Collections)
- Experience using generative AI tools to achieve quantifiable productivity improvements
Frequently Asked Questions
Job reviews
Meet some of the 5,000+ rockstars who have found a rewarding remote career on Crossover.
How it works
Applying for a role? Here’s what to expect.
We’ve curated a series of steps that take the guesswork (and cognitive bias) out of recruiting the best person.
STEP 1
Pass Cognitive Aptitude Test.
STEP 2
Pass English Proficiency Test.
STEP 3
Prove Real-World Job Skills.
STEP 4
Ace An Interview Or Two.
STEP 5
Accept Job Offer.
STEP 6
Celebrate!
Join top-tier companies as a remote managed services leader, working full-time
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