Vice President of Customer Support

Crossover - Remote (30+ days ago)2.7


$ 200k USD/year
$ 100 USD/hour

40h/week

Remote Position

Long-term

Do you want to work for a support team, unlike any other support organization? Can you 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? Can you take a scientific and metrics-based approach to centralize and deliver customer success measured through our NPS program? If so, then this role is for you.

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Why Crossover?

Be a part of the fastest growing private equity portfolio in the world. Join our rapidly expanding partner network. Support an expanding global network of clients. A key benefit of Crossover is that 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.

WHAT YOU'LL BE DOING
INTERESTED? !
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. What you will do as a VP of Customer Support: 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 problemsYou will become an expert on our Worksmart productivity measurement tool. Our innovative software that combines time tracking with productivity enhancement. Be prepared for the future of work with this data-driven solution to help managers measure productivity within their remote teams.The VP of Customer Support will work directly with the SVP and other functional leaders to establish a stretch target and create operational improvement strategies to enable executionAssume operational leadership for our global support across all portfolio companies - while building a model that can accept another 25-50 companies a yearBuilding a deeply rooted culture of customer accountability and metric-based operational excellence within these teams - including world-class hiring and coachingStandardize a new product onboarding program for support, our very own Pair Support Program that moves newly acquired products into support in less than 90 days in such a way that performance targets are met from day-1 of go-liveIdentify and drive cross-functional process improvement and automation initiatives that will simplify the current state, multiple organizational efficiency, and ultimately create ongoing economies of scale
REGISTER FOR A HIRING TOURNAMENT

A hiring tournament is an online event where we conduct all relevant testing related to a role on the same day. Once we have graded submissions you will be notified if you have progressed to the next round; an online interview with a hiring manager.

REGISTER FOR A HIRING TOURNAMENT

KEY RESPONSIBILITIES

Lead our global support organization, and be responsible for recruiting and developing a world-class team of professionals

Define a service-oriented culture, and establishing processes, systems, and training infrastructure 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

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

REGISTER FOR A HIRING TOURNAMENT

A hiring tournament is an online event where we
conduct all relevant testing for a role on the same
day. Once we have graded submissions you will be
notified if you have made it to the next round which
is an interview with a hiring manager.

REGISTER FOR A HIRING TOURNAMENT

CAREER PATH

Role Level
L1
L2
L3
CSM
VP
SVP

Job Title
Customer Support Agent (Engineer)
Customer Support Agent (Architect)
Customer Support Agent (Chief Architect)
Customer Support Manager
VP of Customer Support
Senior VP of Customer Support

Compensation
$15/hr (~$30k/yr)
$30/hr (~$60k/yr)
$50/hr (~100k/yr)
$50/hr (~$100k/yr)
$100/hr (~$200k/yr)
$200/hr (~$400k/yr)

Role Type
Individual Contributor
Individual Contributor
Individual Contributor
Manager
Manager
Manager

Job Title (at a previous job)
Support Engineer,Technical Support Agent
Senior Support Engineer,Senior Technical Support Agent,Senior Software Engineer
Senior Software Architect,L3 Technical Support
Customer Support Manager,Customer Support Team Lead
Customer Support Director,VP of Customer Support
Customer Success Executive / SVP Customer Support

Minimum work Experience
2+ years in technical customer support
3+ years in technical customer support
5+ years in technical customer support and software engineering
3+ years hands-on technical support1+ years as team manager
3+ years hands-on technical support5+ years as team manager
3+ years hands-on technical support5+ years as team manager

Total Team Size
N/A
N/A
N/A
15 - 20 agents
20 - 100 agents
100+ agents

Total Industry experience
2+ years
3+ years
5+ years
5+ years
10+ years
15+ years

Manager Experience
Not Required
Not Required
Not Required
Required
Required
Required

Education
Bachelor’s Degree or equivalent
Bachelor’s Degree or equivalent
Bachelor’s Degree or equivalent
Bachelor’s Degree or equivalent
Master’s degree or equivalent
Master’s degree or equivalent

Core Deliverables

  • Handles customer issues end to end
  • Outstanding troubleshooting
  • Outstanding quality customer service
  • Escalates promptly to ensure fast resolution
  • Handles the more difficult customer issues end to end
  • Outstanding troubleshooting
  • Becomes a Subject Matter Expert
  • Handles the hardest technical issues
  • Authors playbooks training for to increase capability of L1 and L2 support teams
  • Handles customer escalations
  • Daily deep dives on tickets
  • Sets aggressive weekly goals for productivity and quality
  • Creates training materials
  • Trains and coaches agents
  • Handles customer escalations
  • Deep dives on tickets
  • Delivers weekly progress on quarterly quality and productivity goals for a subset of support
  • Trains and coaches managers
  • Handles customer escalations
  • Deep dives on tickets
  • Delivers aggressive quarterly quality and productivity targets that impact customer retention
  • Trains and coaches VPs
English proficiency
proficient
proficient
proficient
proficient
proficient
proficient

Technical proficiency
Technically Literate
Technical troubleshooting to the code and configuration level
Can find any bug in solution code, product code, and configuration
Technically Literate
Technically Literate
Technically Literate

carreer growth opportunities
WHAT YOU'LL LEARN

Learning & Growth

You will be part of a fast pace remote work environment where information, processes, and procedures can literally change from one day to the other, and you will learn to keep the pace.
You will learn how to work together with a large organization, making all the different parts fit together, in order to improve the end-to-end process of support.

You will learn how to apply tools and techniques in order to make the products better from the support point of view, from the creation of test environments to troubleshooting tools.

RELEVANT FILES AND LINKS
FOR THIS ROLE

Webinar: Why managers still need to be coaches

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