SVP of Customer Support
$400,000 USD Per Year
$200 USD PER HOUR AT 40 HOURS PER WEEK
DRIVE HIGH-PERFORMING CUSTOMER SUPPORT TEAMS
DELIVER TOUGH HIGH VALUE GOALS
WORK WITH TOP 1% OF GLOBAL TALENT
You will recruit and manage a team of top VPs of Customer Support.
As an SVP you will deliver quarterly improvements in the quality of support (measured by internal quality metrics and by customer NPS), and the productivity of support (measured by all in cost per ticket)
You will leverage your broad Customer Support experience and maintain a level of excitement in your teams to ensure successful delivery for real enterprise class software.
You will recruit and manage a team of VPs of Customer Support and be responsible for their delivery. Your day-to-day responsibilities include reading tickets, doing deep dives into specific problem areas, making decisions to remove blockers, and planning for weekly, quarterly, or yearly improvements.
You will need to operate in our centralized “economies of scale” model without allowing complexity and special cases to make it into our processes.
Pace is everything. You will be required to make the right decisions quickly. You will set quarterly goals and demand weekly progress from your entire team.
Deliver aggressive quarterly quality and productivity targets that impact customer retention
Review metrics and analysis to make strategic decisions about team goals
Handle customer escalations and deep dives on tickets
Interview people to grow/improve team
Train and coaches 5-10 VPs
Master’s degree or equivalent
Minimum 3 years hands on technical support
Minimum 5 years as Team Manager
Minimum 15+ years of industry experience
Excellent at reducing overly complicated and unstructured answers into a set of simple and structured decisions
Able to identify and articulate patterns in unstructured and unorganized content
A passion for creating work in a process-driven way and working with team members to continuously improve that process