VP of Telco Support
$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)

Not accepting applications on crossover.com at this time.

Description

If you’re a hands-on customer support manager looking to create a bigger impact, then we think it’s about time to get yourself out of the middle management trap. You were a top performer as a support agent and have proven yourself an effective manager. Shouldn’t your organization start listening to your ideas?

Totogi is a product-driven telco software company focused on moving the entire telco industry to the public cloud and redefining how carriers engage with their subscribers. We believe the key to success is a robust, customer-obsessed support organization led by decision-makers with elite customer-facing experience. To that end, we automated away routine administration and project management tasks so that our support leaders can focus on improving customer service quality and making decisions based on their hands-on experience.

We want our customer service quality to be the #1 reason our customers continue to partner with us year after year, and our support leaders are responsible for making that service first-class. If you’re looking to take charge in a high-stakes environment, then we invite you to take the next big step in your career.

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 Improvement Proposals. You will make improvement recommendations based on your deep dive findings aimed at achieving 100% customer satisfaction.
  • Producing Knowledge Base articles. You will flex your technical depth and writing ability to prevent common customer issues from reoccurring.

What you will NOT be doing

  • Delegating process improvements to lower-level managers. Our support leaders are hands-on and lead by showing, rather than telling.
  • Relying on gut feeling and managerial instinct. We are a knowledge-driven organization, and our managers make decisions based on hard evidence.
  • Creating useless content. Each deep dive, improvement proposal, or KB article you write will link to tangible business value.

Key responsibilities

Building a customer support system capable of delivering consistently great support by solving telco customer tickets on the first attempt.

Candidate requirements

  • At least 5 years of software customer support experience
  • Experience working with customers in the telco industry
  • Basic experience working with AWS
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.

Pass Cognitive Aptitude Test.
STEP 1

Pass Cognitive Aptitude Test.

Pass English Proficiency Test.
STEP 2

Pass English Proficiency Test.

Prove Real-World Job Skills.
STEP 3

Prove Real-World Job Skills.

Ace An Interview Or Two.
STEP 4

Ace An Interview Or Two.

Accept Job Offer.
STEP 5

Accept Job Offer.

Celebrate!
STEP 6

Celebrate!

Frequently asked questions

About Crossover

What you will learn

You will have the ability to work with a variety of cutting-edge telco products and not focus on only a small selection of the same products forever. Perhaps more importantly, you will have the opportunity to lead a fast-scaling team of customer support agents and grow into a seasoned customer support leader.

Why Crossover

Recruitment sucks. So we’re fixing it.

We only hire the top 1%

We only hire the top 1%

Our super high quality bar means it’s not easy to qualify—but every single team member is a rockstar.

Premium pay for premium talent

Premium pay for premium talent

Over 50% of new hires double or triple their previous pay. Why? Because that’s what the best person in the world is worth.

Shortlist by skills, not bias

Shortlist by skills, not bias

We don’t care where you went to school, what color your hair is, or whether we can pronounce your name. Just prove you’ve got the skills.