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   Flexible   Long-term
Good fit for: Head of Customer Service - Senior Director of Customer Support - Senior Director of Support Services

Have you worked your way through a large software support organization? Have you worked at an executive-level role overseeing a large multi-site customer support team? Do you enjoy doing your deep dives to identify operational gaps and be able to deploy solutions rapidly? Do you have experience leading a team that supports enterprise software solutions deployed on-premise and in the cloud?

The Senior VP of Software Customer Support will be expected to lead a world-class software support team and will need 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”
-SVP of software customer support
, we have  full time partners from your country,   Let’s make it !


 
 
 
 
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 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.

Reporting to our COO, you will play a key role in driving customer goals, product utilization, and expansion by ensuring the engagement, success, retention, and growth of our customers.

As a Senior VP, 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 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 by providing 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 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

Lead a team of +150 Technical Support Engineers and Managers

Manage the operations of the Technical Support department by utilizing our productivity tool “Worksmart” to find inefficiencies and create data-driven action plans

Accountable for all recruiting efforts and organizational growth by consistently hiring team-oriented, technically proficient individuals

Integrate all support channels (phone, email, chat) to create a seamless customer experience

Build strong relationships with stakeholders and intervene in critical customer situations

Work closely with Engineering, providing feedback from customers on product quality and features and influencing design for supportability

Create a positive and productive work environment where employees feel challenged and motivated to meet business goals

 
CANDIDATE REQUIREMENTS

Master’s degree or equivalent

Have perfect spoken and written English skills

+15 years of software support experience

Previously managed a team of at least +150 individual contributors

Strong people management experience having already managed 4+ operations managers or VPs

Experience dealing with >5M/year USD budget

Extensive experience measuring the quality of service delivered through NPS

+75 NPS is our target for all products supported

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

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 learn how to onboard new acquisitions at a rate of 1 company/product per week.

You will study what it takes to measure success on a daily and weekly basis. You will acquire the skills necessary for conducting deep dives to resolve problems with your teams.

You will coach your team on the importance of daily progress 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, you will learn to move fast, take risks and learn from failures.

 
 
 
Work Examples
Assets
blog
Taking Deep Work Remote
https://medium.com/the-crossover-cast/taking-deep-work-remote-f1d55045de51
Medium
blog
Building Dependable, Engaged Teams with Crossover
https://medium.com/the-crossover-cast/building-dependable-engaged-teams-with-crossover-3b25a15c9761
Medium
 

Questions
and Answers

  • How is the support team organized?

    Our current support team has the following structure:
    1. SVP - Senior Vice President
    2. VP - Vice President (4-6)
    3. CSM - Customer Support Managers (8-10)
    4. L3 PSM - Level 3 Product Support Managers (20)
    5. L2 CSA - Level 2 Customer Support Architects (50)
    6. L1 CSE - Level 1 Customer Support Engineers (100-150)

  • What types of products will we support?

    The products we support range from vertical specific software to developer tools to retail and everything in between. Since most of the customer we support growth through acquisition - the portfolio is a broad list comprising of SaaS, on-premise software, tech-enabled managed service and pure IT consulting companies in North America and Europe.

  • 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