VP of Customer Support$ 200k/Year ($ 100/Hour for 40 hours of productive work per week) Remote Position Long-term
Do you have prior experience leading a world-class support organization? Have you received high remarks about your ability to analyze data, eliminate inefficiencies and achieve aggressive goals? Do you enjoy doing your deep dives to identify operational gaps and be able to deploy solutions rapidly?
Our VPs will deal with highly technical support teams (phone, chat, and email-based). You will work directly with the Senior VP to establish operational infrastructures and lead initiatives to ensure success in achieving high customer satisfaction goals, across our entire portfolio of software companies. You will lead the strategy to support +50 products across multiple technologies. You will need an ability to accomplish aggressive goals allocating suitable resources to achieve them.
The Vice President of Customer Support will play a critical role in developing Crossover’s global remote support teams. Also, we are only searching for the top talent to fill this vital position as we root our success in only hiring all-stars!
-Ritu C, VP Demand Generation
VPs of customer support manage the overall performance of people and processes to achieve the highest levels of customer satisfaction.
As a senior executive, you will lead a team of 5-10 customer support managers to implement data-driven action plans to fix quality bar failures. You will maximize customer satisfaction, monitoring performance, deep diving into proper metrics. In a contact center, managers typically measure agents’ performance on the number of calls they handle in a given period. The pressure is on agents to minimize the time spent on individual calls. However, if agents do not resolve customers’ inquiries effectively, customer satisfaction levels can drop. Imagine doing this exercise of focussing management teams on the right metrics, balancing operational metrics against customer service metrics across 50 different software products, that’s where the challenge begins, and that’s what differentiates this position from any other typical contact center in the software industry.
Other duties include but are not limited to:
Become an expert on Crossover’s WorkSmart Productivity tool
Staff your support management with elite global resources that are smart, technical and have a passion for solving customer issues
Establish a clear set of operational metrics and targets for each critical business process within the company
Cultivate a culture rooted in accountability for the customer, continuous improvement and excellence
Work closely with the SVP to ensure a support model that will scale as Crossover’s portfolio continues to grow
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.
As a core part of the leadership team that will drive the success of the support organization, your core responsibilities include:
Lead a team of 5-10 Customer Support Managers and be responsible for recruiting and developing a world-class team of professionals
Deep dive into operational metrics against set targets for each critical support process to create operational improvement strategies week over week
Evaluate and perform root cause analysis of quality bar failures week over week
Help the SVP establish processes, and training infrastructure to deliver fast and high-quality solutions to customer queries
Assume operational leadership for our global support across all portfolio companies - while building a model that can accept another 25-50 companies per year
As a VP of Customer Support, you will be part of a fast pace remote work environment where information, processes, and procedures can change from one day to the other. You will learn how to overcome the challenges of managing an entirely remote customer team, and ultimately, you will learn to move fast, take risks and learn from failures.
Joining the support team, you will keep pace and operate at scale and learn how to onboard new acquisitions at a rate of 1 company/product per week. Your willingness to un-learn your traditional management style and learn how to use our productivity management tool, “WorkSmart Pro,” will define your success managing a 100% remote and 100% international team. To do so, we will provide you with a unique Worksmart Pro training for managers that include:
What it takes to measure success on a daily and weekly basis with proactive suggestions on how to take performance to the next level
Understand how focused and how intense your teams work on their tasks with real-time dashboards
Acquire the skills necessary for conducting deep dives to resolve problems with your teams using big data coaching
Identify top and bottom performers with a click
Coach your team on the importance of daily progress against quarterly set quantifiable goals which deliver real business value
Relevant Files and LinksHere are some articles on Crossover’s culture that will help you to understand the dimension of the challenge and how we are revolutionizing the customer support world:
Be Our Guest: Perfecting the art of customer service - Disney
Primal Leadership: Learning to lead with Emotional Intelligence
How is the support team organized?
Our current support team has the following structure:
• SVP - Senior Vice President
• VP - Vice President (4-6)
• 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 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.