3125 - VP of Customer Support


Do you love driving a culture of continuous process improvement and increasing quality? Learn more about our VP of Customer Support role.

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!

“I can honestly say that one of the biggest benefits of working at Crossover is my colleagues. They are all exceptionally smart and I learn from them every day.”
-Ritu C, VP Demand Generation
, 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

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

 
 
KEY RESPONSIBILITIES

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
 
CANDIDATE REQUIREMENTS

To be a great candidate for the VP of Customer Support position, you must have the following skills/experience:
Master’s degree or equivalent

Have perfect spoken and written English skills

+10  years of software support experience. You have to have risen through the ranks, gaining qualifications as well as front-line experience in a software company.

Previously managed a team of at least +100 individual contributors
 Strong people management experience having already managed  5+ people managers in a B2B or B2C multi-tiered global customer service environment

Previous budget management responsibility

ITIL Practitioner or  Intermediate certification

A deeply operational mindset - you dive into details, make decisions based on data, relentlessly measure and test, and hold people accountable for fact-based results.


Other highly desirable skills/experience include:
A strategic organizational outlook - you quickly understand and align clearly with the company’s vision for the support organization. You are able to quickly provide strategic input to the executive layer for any part of the organization you are responsible for.

Exceptional communication and relationship building skills, high emotional intelligence, and proven ability to thrive in high growth, global, virtual environment
 
 
WHAT YOU WILL LEARN
 

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 links
External resources
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
pdf
Why managers need to be coaches
https://drive.google.com/open?id=0BwCc5pg6N7n7UDczQnFRa2l6T3U5eTMtMl9Sem02d0lOY2VF
GDrive
url
Knowledge Sharing - Course Guide
https://docs.google.com/document/d/e/2PACX-1vTqmbMe-CWuMRe8qwSst8VAzoOTnoTnktuEeP0wxwN6MC_Af48Y7gZOKLarc-jrziUhmhzxmAQBdI91/pub
Course
url
Customer Support Managers Team
https://www.youtube.com/watch?v=n0SpDKiMgco
Video
url
Andy Montgomery, COO
https://www.youtube.com/watch?v=0cNDFqdl-UA
Video
url
Be Our Guest: Perfecting the art of customer service - Disney
https://www.amazon.com/Be-Our-Guest-Perfecting-Institute/dp/1423145844
Book
url
Primal Leadership: Learning to lead with Emotional Intelligence
https://www.amazon.com/Primal-Leadership-Learning-Emotional-Intelligence-ebook/dp/B004OC07JE
Book
url
The 21 Irrefutable Laws of Leadership
https://www.amazon.com/21-Irrefutable-Laws-Leadership-Anniversary/dp/0785288376
Book
url
Extreme Ownership: How U.S. Navy Seals Lead and Win
https://www.amazon.in/Extreme-Ownership-U-S-Navy-SEALs/dp/1250067057
Book
 
 

Questions
and Answers

  • 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.

 
 
 
WHAT CROSSOVER MEMBERS SAY ABOUT THIS ROLE

 
FAQs