- Become an expert in conducting deep dives to resolve problems with your teams
- Improve your ability to recognize patterns of issues and propose improvements based on careful analysis of alternative solutions
- Coach your team on the importance of daily progress towards quantifiable goals that deliver real business value
Regional Support Manager $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
Are you a customer support veteran who relies on deep technical experience and leadership skills? When a customer is unhappy, do you dig through individual support tickets and get knee-deep in granular details to discover the root cause of the problem? Do you try to stay ahead of the AI curve, using generative AI tools to help you write or debug code? If so, Trilogy's customer support team is the place for you!
Trilogy built a fully remote support system based on customer obsession, a world-class knowledge base, and highly skilled agents capable of servicing over 10,000 customers on over 100 products. We count on our support managers to dive deep into the details and make the improvements that help the system achieve its full potential, and we lean on AI to help our customers solve problems autonomously instead of waiting around for an agent to become available.
Our service is 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.
What you will NOT be doing
- Specializing in specific products. From L1 agents all the way to the top, our organization provides stellar service to every customer on every product.
- Deferring to gut feeling and managerial instinct. We are a knowledge-driven organization, and our managers make decisions based on hard evidence.
Key responsibilities
- Ensuring the delivery of thousands of support tickets per week to tens of thousands of customers worldwide
Candidate requirements
- At least 5 years of technical customer support experience
- At least 3 years of experience writing code in a professional setting
- A proven ability to enhance your code using AI tools, such as Code Interpreter
- Experience running highly technical AI projects in a professional setting
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!
Frequently asked questions
About the role
What you will learn
Work examples
The purpose of a deep dive is to get to the core of an issue at the lowest level of detail. For example, if a particular team of support agents is not achieving a high enough FCR, a VP should drill down to the individual support ticket level to determine the best course of action. In the sample below, the VP conducted a sample analysis of 100 tickets and made coaching recommendations for specific L1 support agents.
Reviews
Meet some people who've landed similar jobs
Why Crossover
Recruitment sucks. So we’re fixing it.
The Olympics of work
It’s super hard to qualify—extreme quality standards ensure every single team member is at the top of their game.
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
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.
