SVP of Software Customer Support ($400K/yr) - Online Hiring Event

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Sales Have Ended

Registrations are closed
Thank you for your interest in this event. The registration for this Online Hiring Event has ended. Please make sure to check the Crossover Company Profile for upcoming Hiring Events!
Event description

Description

We're running an Online Hiring Event on January 5th, 2019, to hire SVPs of Software Customer Support ($400K/yr).

Online Hiring Events are live forums designed to enable you to understand the role and requirements through an interactive Q&A session followed by a self-directed testing process. The testing takes between 3-5 hours to complete. It’s worth taking the time to finish all the tests because we evaluate every single complete application to find the top talent.

This event will include all testing required to apply for the role. Upon grading the tests, and if you advance, we will set up an interview with the hiring manager.

You can see more details about this role here:

https://www.crossover.com/svp-of-customer-support?utm_campaign=Jan5event


The SVP of Software Customer Support will be expected to deliver weekly, monthly and quarterly improvements to the quality of software support. You will be measured by quality metrics, customer NPS scores, and productivity, measured by total cost per ticket.

Reporting to our COO, you will play a key role in driving customer goals, product utilization, and expansion by ensuring the engagement, success, retention, and growth of our customers.

As a Senior VP, you will be responsible for recruiting best in class VPs. You will need to have the ability to identify key skills to build your team. You will need to coach your VPs on what we believe top quality service is, to make sure they develop and nurture their teams toward a common goal of excellence. We need the SVP of Software Customer Support to raise the level of the team performance in our atypical fast paced environment.

Your daily activities would look as follows:

  • Deep dives into weekly metrics, and escalations

  • Prepare weekly business reviews for the COO

  • Conduct weekly 1:1 meetings with VPs to review metrics, blockers and conduct call & ticket analysis, if necessary.

  • Coach VPs by providing guidance on specific metrics to low performing agents, and make a critical decision on staffing accuracy

  • Lead weekly meetings to communicate team updates, process changes, and improvements

  • Leverage your broad technical customer support experience and maintain energy levels in your teams, and ensure successful delivery of software support to our customers.

Candidate Requirements:

  • Master’s degree or equivalent

  • Have perfect spoken and written English skills

  • +15 years of software support experience

  • Previously managed a team of at least +150 individual contributors

  • Strong people management experience having already managed 4+ operations managers or VPs

  • Experience dealing with >5M/year USD budget

  • Extensive experience measuring the quality of service delivered through NPS

    • +75 NPS is our target for all products supported

  • Strong organizational, planning, leadership and presentation skills, all delivered with a confident and professional manner

  • Excellent soft skills, including critical thinking, decision making, conflict resolution, and analytical skills

  • A passion for creating work in a process-driven way and working with team members to continuously improve the process

  • Excellent at reducing overly complicated and unstructured answers into a set of simple and structured decisions

Register by clicking the green button. The Webinar address and test platform link will be sent to confirmed candidates by email.

Join our community of remote professionals!

We have over 4,000 Crossover team members and are growing our network around the world. Watch this video to hear from team members in Brazil, Russia, Poland, Argentina, Turkey, Romania, Ukraine, and Hungary. https://youtu.be/L_hhRUutsko

We have over 4,000 Crossover team members and are growing our network around the world. Watch this video to hear from team members in Brazil, Russia, Poland, Argentina, Turkey, Romania, Ukraine and Hungary.


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