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.
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 of software support resolutions, 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.
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.
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
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 LinksAs 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:
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.
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.