SVP of Customer Support


Do you want to raise the level of team performance in our atypical fast paced environment? Learn more about our SVP of Software Customer Support role.

Senior VP of Software Customer Support

$ 400k/Year  ($ 200/Hour for 40 hours of productive work per week)  Remote Position   Long-term

We are looking for candidates who have worked their way through a large Software Customer Support organization working at different levels for multiple software products.

We expect candidates to enjoy doing deep dives to identify operational gaps at all levels of the support organization, and rapidly deploy solutions to make sure our customers receive top quality service. At Crossover, pace is everything.

If you are a Global Director of Customer Support, Global Service Delivery Director, Head of Global Customer Service, Senior Service Delivery Manager, in a software company, then this role is ideal for you. In this position you will be supporting software products, so other types of support experience will not apply to this role.

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WHY CROSSOVER?
Crossover recruits and builds world class high performing teams to power the fastest growing portfolio of software products in the world. No other company provides the training and the opportunities to test yourself on the depth and diversity of projects that we do. All roles are location independent so you are guaranteed to work with the best in the world. Challenge yourself. Be part of the change.
 
 
WHAT YOU'LL BE DOING

The SVP of Software Customer Support will be expected to react quickly and make critical decisions on a daily basis. Our products are never offline, and there’s a requirement to have an always-on mentality.

The ideal candidate will need to have a hunger for new challenges. While the typical Customer Support organization sets readily achievable targets,  we don’t. We want more than reasonable, we set high-quality bars, and we push for constant improvements until we feel we have reached excellence.

In this position, you will be expected to deliver weekly, monthly and quarterly improvements to the quality of software support. You will be measured by quality metrics, customer NPS scores, and productivity, measured by total cost per ticket.

As a senior manager, you will be responsible for recruiting best in class VPs. You will need to have the ability to identify key skills to build your team. You will need to coach your VPs on what we believe top quality service is, to make sure they develop and nurture their own teams toward a common goal of excellence. We need the SVP of Software Customer Support to raise the level of the team performance in our atypical fast paced environment.

Your daily activities would look as follows:

  • Deep dives into weekly metrics, and escalations

  • Prepare weekly business reviews for the COO

  • Conduct weekly 1:1 meetings with VPs to review metrics, blockers and conduct call & ticket analysis, if necessary.

  • Coach VPs to provide guidance on specific metrics to low performing agents, and make a critical decision on staffing accuracy

  • Lead weekly meetings to communicate team updates, process changes, and/or improvements

  • Leverage your broad technical customer support experience and maintain energy levels in your teams, and ensure successful delivery of software support to our customers.

ONLINE HIRING EVENT



A hiring event is a scheduled online event where all our relevant testing relating to a role is conducted on the same day. Submissions received during the event are graded the following week, and successful candidates notified if they have progressed to the next round which is an online interview with a Hiring Manager.

 
 
KEY RESPONSIBILITIES

You will deliver aggressive weekly, monthly, and quarterly quality and productivity targets

You will consistently review metrics to make strategic decisions

You will manage customer escalations swiftly & decisively

You will do deep dives on metrics in order to identify operational gaps, rapidly propose a course of action, and guide your VPs to execution

You will recruit and mentor 4+ VPs, and coach them towards continuous improvement

You will manage the team’s learning and development; support its performance management and people development while collaborating with the recruiting team

 
CANDIDATE REQUIREMENTS

Master’s degree or equivalent

Pristine spoken English

+15 years of software support experience

Previously managed a team of at least +150 individual contributors

Strong people management experience having already managed +4 team managers

Experience dealing with >5M/year USD budget

Extensive experience measuring the quality of service delivered through NPS - 75+ is our target

Strong organizational, planning, leadership and presentation skills, all delivered with a confident and professional manner

Excellent soft skills, including critical thinking, decision making, conflict resolution, and analytical skills

Committed to self-development and the professional growth of others

A passion for creating work in a process-driven way and working with team members to continuously improve the process

Excellent at reducing overly complicated and unstructured answers into a set of simple and structured decisions

 
 
WHAT YOU WILL LEARN
 

You will learn how to operate at scale and how to onboard new acquisitions at a rate of 1 company/product per week. You will learn what it takes to measure success on a daily and weekly basis. You will learn the importance of deep dives to resolve problems with your teams as well as the importance of managing your team on a daily basis against quarterly set quantifiable goals which deliver real business value.

You will learn how to overcome the challenges of managing an entirely remote customer team. Ultimately though you will learn to move fast, take risks and learn from failures.

 
 
 
 

Relevant Files and Links

As a Senior Manager, you must have extensive experience managing remote or onsite teams. Crossover is a global recruiting company, where you will have access to the best talent in the world. As an SVP, you need to develop a team from a group of complete strangers, into a productive unit. Here are some points of view from experts in the customer support industry:

Page 1

Business school professor Amy Edmondson studies "teaming".

John Boccuzzi, Jr discusses why customer service has the potential to be the greatest form of marketing for a brand.

Alex Cabañas

discusses why the bar is low - the realities of memorable service

Why Managers still need to be coaches

 

Questions
and Answers

  • How is the support team organized?

    Our current support team has the following structure:
    • SVP - Senior Vice President
    • VP - Vice President (3-5)
    • CSM - Customer Support Managers (8-10)
    • L3 PSM - Level 3 Product Support Managers (20)
    • L2 CSA - Level 2 Customer Support Architects (50)
    • L1 CSE - Level 1 Customer Support Engineers (100-150)

  • What type of software products do you support?

    Please take a look at our portfolio of companies and products here

  • What takes most of the SVP time?

    The SVP of Software Customer Support devotes his/her time to the analysis of the metrics by doing daily deep dives. He/She also manages escalations when the support of a given product does not meet service quality bar and service level agreements. During the whole week, there are several coaching sessions with the team to keep them on track, and weekly 1:1s with the COO to ensure the support organization delivers the best in industry customer experience.

  • Does the SVP works on weekends?

    You are the Manager of your time, results will guide your weekly schedule.

  • Which are the metrics you are measured by?

    In this position, you will be expected to deliver weekly, monthly and quarterly improvements to the quality of software support within your team. Your results will be measured by quality metrics (internal quality scorecard), customer NPS, and productivity measured by total cost per ticket.

 
 
 
WHAT CROSSOVER MEMBERS SAY ABOUT THIS ROLE

 
FAQs