- 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.
SVP of Software Customer Support $400,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks ($200 USD/hour)
Not accepting applications on crossover.com at this time.
Description
Are you a data-driven, problem-solving leader excited to improve customer support processes? Are you a great written communicator who can detail the root causes of systemic issues?
Trilogy is an enterprise software leader with a portfolio of 100+ products. Our support organization is a fully remote, globally distributed, 24/7 team that prides itself in resolving customer issues quickly, with an ambitious goal to achieve 80% FCR within a single 8-hour shift. We are building a highly scalable system capable of supporting tens of thousands of tickets across thousands of customers across hundreds of products.
In this role, 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. Want to replace a 3-year old software platform with a better one in 2 weeks? You are empowered to do it all.
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.
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
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. Here are some examples.
Reviews
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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.
