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.
-SVP of software customer support
Level 1 Customer Support
Crossover University graduate supportive work culture and stability
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.
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
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.
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.