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VP of Customer Support


We are looking for experienced leaders at an enterprise software company.

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VP of Customer Support
$200,000 USD Per Year

 
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$100 USD PER HOUR AT 40 HOURS PER WEEK

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DRIVE RADICALLY DIFFERENTIATED PROCESSES

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DELIVER TOUGH HIGH VALUE GOALS

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WORK WITH TOP 1% OF GLOBAL TALENT

The VP of Customer Support will lead the efforts to create a world-class customer support experience across our entire portfolio of enterprise software companies - as well as an additional 25-50 new acquisitions a year. You will take a scientific and metrics-based approach to centralize and deliver customer success measured through our NPS program.

The VP of Customer Support will drive a culture of continuous process improvement and weekly metrics progress - simultaneously increasing quality and efficiency.  You will be tasked to staff your support management and support agents with elite global resources that are smart, technical and have a passion for solving customer issues.  Up to fifty-percent of your team's time will be dedicated to our ‘pair support’ model where becoming an expert problem solver on new products is everyone’s job.


Expectations

  • Building a deeply rooted culture of customer accountability and metric-based operational excellence within these teams - including world class hiring and coaching

  • Standardize a new product onboarding program for support that moves new acquired products into support in less than 90 days in such a way that performance targets are met from day-1 of go-live

  • Identify and drive cross-functional process improvement and automation initiatives that will simplify the current state, multiply organizational efficiency, and ultimately create ongoing economies of scale

 

Key Responsibilities

  • Lead our global support organization, and be responsible for recruiting and developing a world class team of professionals and defining a service oriented culture, and establishing processes, systems, and training infrastructure to enable them to deliver fast and high quality solutions to customer questions and problems.

  • Create a culture of continuous improvement across the organization by establishing a clear set of operational metrics and targets for each critical business process within the company.  The VP of Customer Support will work directly with the SVP and other functional leaders to establish stretch target and create operational improvement strategies to enable execution.

  • Lead our global, virtual model, to enable effective management of a large, globally distributed, multi-cultural team.

  • Assume operational leadership for our global support across all portfolio companies - while building a model that can accept another 25-50 companies a year

Candidate Requirements

  • 10+ years experience managing 50+ person and 5+ people managers in a B2B or B2C multi-tiered global customer service environment - including helpdesk and highly technical support teams (phone, chat and email based) - with a track record of customer reported excellence across multiple products and technologies

  • Deep passion for customer success, coupled with a driving motivation to solve their problems and continually improve their experience - you are a customer advocate of the highest order

  • 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

  • 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.

  • Exceptional communication and relationship building skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment are essential


Vice President of Customer Support Career Ladder

Who Is Crossover?

Crossover connects the world's top talent with the world's best companies. We're re-inventing how people find long-term, challenging work, and how companies leverage the best talent in the world. We assemble teams of rockstars and provide playbooks and a platform, WorkSmart, to help teams and individuals continuously improve how they work.

We're creating a future where all high-skill jobs are in the cloud and big data helps people and teams be more productive. A future where brick and mortar offices are history. We believe the future of the workforce is global and will be built from teams collaborating from every corner of the world.

Crossover has more than 2,500 partners in 108 countries. Unlike freelancer or outsourced marketplaces, Crossover only offers long-term, multi-year projects or programs.

Hear more about our strategy and vision from our CEO, Andy Tryba: 

 

The Remote Life @ Crossover.

A key benefit of Crossover - and the cloud - is all our roles are location independent. Live and work anywhere: work from home, a coffee shop or at one of the many co-working spaces Crossover partners can access and collaborate.

 Work from a home office or co-work at the many co-working spaces available to partners around the world

Work from a home office or co-work at the many co-working spaces available to partners around the world

We believe in equipping people to work where they can be the most productive and happy, with a commitment of 40 hours a week.

Crossover offers:

WEEKLY PAYMENTS IN USD

FULLY LEGITIMATE CONTRACT

FULL
40 HOURS/WEEK

LONG TERM
2-3 YR PROJECTS

 

HOW DO I APPLY?

Step 1: Online Application

Start your application by creating an account and profile with Crossover, then uploading your resume and confirming your email address. From there, the Crossover platform will guide you through the remaining steps.


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Step 2: Take the English and Fundamentals Test

We have a series of multiple-choice tests to check for the knowledge and skills needed for the role and an English exam where we ask candidates to upload a 2-3 minute audio submission. After this stage, you will receive an email invitation to the next step in the application process.


Step 3: Free Response Questions and CCAT Testing

In this step, we will ask you a series of free response questions that will simulate scenarios you are likely to encounter in the role. We find both the willingness to invest this time – coupled with the insights we derive from the answers – help us find the truly capable and passionate candidates. You may also be asked to make a presentation of your answers to demonstrate your communication skills. The free response section is an opportunity to preview the type of work you would be doing in the role and demonstrate your technical skills and abilities to hiring managers. The last free response question will invite you to complete CCAT testing. The CCAT measures cognitive aptitude or general intelligence, and tests an ability to solve problems, digest and apply information, learn new skills, and think critically.


Step 4: Join the Interview

The final step of the evaluation process is the marketplace interview. One of our hiring manager evaluators will speak with you on a video call to understand if you're the best fit for the position. In addition to technical and business questions about your current and previous roles and achievements, you may be asked about the answers you gave in your free response questions.


Step 5: Meet the Customer and Get Hired

If you successfully pass all stages of the evaluation process, you will have the opportunity to talk with hiring managers about the positions that are currently available. This is intended to be a two-way discussion where you can ask questions about the team, product, metrics, roadmap, etc. You can interview with as many hiring managers as desired and make the decision on which company or team best fits your interests and career goals.