Head of Customer Support - $200,000/year USD - JobID #3125

Company Name: Crossover for Work
Location: Lahore

Are you ready to turbocharge your career? Imagine a place where you are well paid, have the smartest peers, grow your skills, and can work from almost anywhere. Crossover is the future of work and a global leader in software industry talent. We are growing rapidly across nearly 50 different job positions. This listing is for our VP of Customer Support position, but we have found great applicants often have a current title of Head of Customer Support or similar, so don’t be confused about that difference, we are glad you found us. Hit “Apply” to learn more about this exciting opportunity.
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 own 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. We are searching for the top talent to fill this vital position as we root our success in only hiring all-stars!

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 establishing 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:

• Have a university degree (BS, MS, or PhD) in either Computer Science, Computer Engineering, Mathematics, Physics or Information Technology
• Have perfect spoken and written English skills
• 2+ in a customer facing support position
• 5+ years of experience in a hands-on technical position such as Software Engineer, Network Engineer, L2+ Technical Support or System Administrator
• 5+ years of experience managing a software customer support organization
• Previously managed a team of at least +50 individual contributors
• 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 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 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 focusing 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
  
  

There is so much to cover for this exciting role, and space here is limited. If you found this interesting, Apply on crossover.com. After applying you will take a few online “screening” assessments to check for a basic fit, and then move on to some real-world written questions. You will also be assigned to one of our recruiting specialists who can answer questions you might have about the process, role, or company, and help you get to the final interview step. We look forward to meeting you!

Crossover Job Code: LJ-3125-PK-Punjab-HeadOfCustomer.002

• Seniority level

  Director

• Employment type

  Full-time

• Job function

  Information TechnologyEngineeringCustomer Service

• Industries

  Computer SoftwareInformation Technology and ServicesInternet