The role of SVP of Customer Support is to build the highest quality customer support organization in the world. Our organization solves thousands of tickets every week, across hundreds of products, supporting tens of thousands of customers worldwide. And it is 100% remote.
When most people think of remote support they think of low cost and low quality. By choosing 100% remote as a core tenet of our strategy, we get the opposite effect. 100% remote makes us better, not cheaper. In fact, we pay three to four times local market wages to get the brightest most technical support agents from around the globe.
Our aim is the opposite of typical shared services customer support organizations, which deliver minimal adequate support at the lowest possible cost. We inherit decades-old software products where our customers haven’t taken a release in years. The only reason they stay with the software is because of the “wow” support they receive.
If you are tired of being restricted by traditional HR policies and short-sighted customer support budgets, and you want to build the world's best customer support organization, then this is the job for you.
Lead a team of 250+ Support Engineers, Knowledge Architects and Managers by finding inefficiencies and creating data-driven action plans
Make decisions that are clear, concise and have a high-impact
Decisions making based on results rather than popularity
Execution of improvements through hands on leadership
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
Have a university degree (BS, MS, or Ph.D.) in Computer Science, Computer Engineering, Mathematics, Physics or Information Technology
2+ years of experience in a customer facing support position. 5+ years of experience in a hands-on technical position such as Software Engineer, Network Engineer, L2+ Technical Support or System Administrator
10+ years of experience managing a software customer support organization of 150+ people
Strong organizational, planning, leadership and presentation skills, all delivered with a confident and professional manner, and with perfect English skills
Excellent at reducing overly complicated and unstructured answers into a set of simple and structured decisions
What you will be doing:
As an SVP, you will coach best-in-class VPs to ensure they develop their teams toward a common goal of excellence. You will drive growth in our atypical fast paced environment.
Every day, you will conduct deep dives into weekly metrics and escalations. You will prepare weekly business reviews for the COO, and conduct weekly 1:1 meetings with VPs to review metrics, blockers and conduct call & ticket analysis, if necessary. You will manage the operations of the Technical Support department by utilizing our productivity tool “WorkSmart” to find inefficiencies and create data-driven action plans.