VP of Customer Support

Crossover - Remote2.8

30+ days ago
$ 200k USD/year
$ 100 USD/hour

40h/week

Remote Position

Long-term

At Crossover, we strive for excellence. We provide our customers with world-class technical support. Also, we root our success in hiring all-stars. The Vice President of Customer Support will play a critical role in developing Crossover’s global remote support teams. Moreover, we are only searching for the best candidates to fill this vital position.

Have you received excellent feedback on your ability to analyze data, eliminate inefficiencies and achieve aggressive goals? Do you have prior experience building a world-class support organization? Then come to join our elite force and lead our support specialists towards success.

LEARN MORE

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 team with elite global resources that are smart, technical and passionate about solving customer issues. Up to fifty percent of your team's time will be dedicated to our ‘pair support’ model where they become experts at problem solving on new products.

KEY RESPONSIBILITIES

The Vice President of Customer Support will work directly with the Senior VP of Customer Support to establish operational infrastructure and lead initiatives to ensure success in achieving high customer satisfaction goals, across the entire portfolio of software companies. The VP will also be responsible for staffing the support management team with elite global talent.

Other duties include but are not limited to:
  • Leading our global remote support organization and ensuring all support teams align with Crossover’s ‘pair support’ model (where every agent supports every product)
  • Becoming an expert on Crossover’s WorkSmart Productivity tool
  • Establishing a clear set of operational metrics and targets for each critical business process within the company
  • Cultivating a culture rooted in accountability for the customer, continuous improvement and excellence
  • Working closely with the SVP to ensure a support model that will scale as Crossover’s portfolio continues to grow
CANDIDATE REQUIREMENTS
Master’s degree or equivalent
Excellent spoken English skills
+10 years experience managing 80+ 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
A genuinely operational mindset - you dive into details, make decisions based on data, relentlessly measure and test, and hold people accountable for fact-based results
Extensive experience in software support organizations
Experience dealing with >1-5M/year USD budget
ITIL (Service Lifecycle and Service Capability categories, preferred)
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 a high growth, global, virtual environment

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
You will be part of a fast pace remote work environment where information, processes, and procedures can 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, to improve the end-to-end support process.
RELEVANT FILES AND LINKS
FOR THIS ROLE

Webinar: Why managers still need to be coaches

FAQs

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