Vice President of Customer Support

Posted 22 Jul 2018

Crossover

https://www.crossover.com


Do you want to work for a support team, unlike any other support organization? If you do, let me explain what this role is all about! 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.

Responsibilities

What you will do as an 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 problems.
  • You 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 execution.
  • Assume operational leadership for our global support across all portfolio companies - while building a model that can accept another 25-50 companies a year
  • 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, 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-live

  • Identify 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.

Requirements

  • 10+ years experience managing 50-100 team and 5+ 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
  • Previous experience managing budget for staffing purposes
  • 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

Salary

200k USD/Year, $100 USD/hour, 40h/week, Long-term

How to Apply

Click here to apply