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SVP of Customer Support


We are looking for an experienced Customer Support professional.

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SVP of Customer Support
$400,000 USD Per Year

 
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$200 USD PER HOUR AT 40 HOURS PER WEEK

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DRIVE HIGH-PERFORMING CUSTOMER SUPPORT TEAMS

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DELIVER TOUGH HIGH VALUE GOALS

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WORK WITH TOP 1% OF GLOBAL TALENT

You will recruit and manage a team of top VPs of Customer Support.


Expectations

  • 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.

 

Key Responsibilities:

  • 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

 

Key Requirements:

  • 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


Career Ladder

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The Remote Life @ Crossover.

A key benefit of Crossover - and the cloud - is all our roles are location independent. Live and work anywhere: work from home, a coffee shop or at one of the many co-working spaces Crossover partners can access and collaborate.

 Work from a home office or co-work at the many co-working spaces available to partners around the world

Work from a home office or co-work at the many co-working spaces available to partners around the world

We believe in equipping people to work where they can be the most productive and happy, with a commitment of 40 hours a week.

Crossover offers:

WEEKLY PAYMENTS IN USD

FULLY LEGITIMATE CONTRACT

FULL
40 HOURS/WEEK

LONG TERM
2-3 YR PROJECTS

 

HOW DO I APPLY?

Step 1: Online Application

Start your application by creating an account and profile with Crossover, then uploading your resume and confirming your email address. From there, the Crossover platform will guide you through the remaining steps.


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Step 2: Take the English and Fundamentals Test

We have a series of multiple-choice tests to check for the knowledge and skills needed for the role and an English exam where we ask candidates to upload a 2-3 minute audio submission. After this stage, you will receive an email invitation to the next step in the application process.


Step 3: Free Response Questions and CCAT Testing

In this step, we will ask you a series of free response questions that will simulate scenarios you are likely to encounter in the role. We find both the willingness to invest this time – coupled with the insights we derive from the answers – help us find the truly capable and passionate candidates. You may also be asked to make a presentation of your answers to demonstrate your communication skills. The free response section is an opportunity to preview the type of work you would be doing in the role and demonstrate your technical skills and abilities to hiring managers. The last free response question will invite you to complete CCAT testing. The CCAT measures cognitive aptitude or general intelligence, and tests an ability to solve problems, digest and apply information, learn new skills, and think critically.


Step 4: Join the Interview

The final step of the evaluation process is the marketplace interview. One of our hiring manager evaluators will speak with you on a video call to understand if you're the best fit for the position. In addition to technical and business questions about your current and previous roles and achievements, you may be asked about the answers you gave in your free response questions.


Step 5: Meet the Customer and Get Hired

If you successfully pass all stages of the evaluation process, you will have the opportunity to talk with hiring managers about the positions that are currently available. This is intended to be a two-way discussion where you can ask questions about the team, product, metrics, roadmap, etc. You can interview with as many hiring managers as desired and make the decision on which company or team best fits your interests and career goals.