Crossover Remote Job | VP of Customer Support Vacancy
|Job Title||VP of Customer Support|
|Salary||$ 200k/Year ($ 100/Hour)|
|Employment Type||Long Term Contract|
|Experience||2+ in a customer facing support position, 5+ years of experience managing a software customer support organization, 5+ years of experience in a hands-on technical position such as Software Engineer, Network Engineer, L2+ Technical Support or System Administrator,|
|Eligibility||BTECH,MS,PHD,Bachelor’s Degree in Computer Science,BS|
|Overview||Please Note: If you are viewing this job on any other portal other than JobWalkins.in, Example Google.com, please use the Apply on Job Walkins Button/Link to view all the Job Details. Crossover company recruits and builds world-class high performing teams to power the quickest growing portfolio of software products over the world. No other company gives the training and the opportunities to examine yourself on the depth and diversity of projects that they do. All positions are location independent, so you are assured to work with the best in the world. Challenge yourself. Be part of the transformation.|
- The salary will be one hundred USD per hour
- The candidate will get 200K USD per year
- This company have a Remote Position
- Forty hours per week in any timezone
- This role is a Long-term role
- Do you have prior experience in lead a world-class support company?
- Have you received high remarks about your capability to analyze data, excrete inefficiencies, and achieve aggressive aims?
- Do you enjoy doing the deep dives to recognize operational gaps and be capable of deploying solutions fast?
- Company's VPs will deal with highly technical support teams (phone call, chat, and email-based)
- You will operate quickly with the Senior VP to build operational infrastructures and lead initiatives to assure success in achieving high customer satisfaction purposes, over their entire portfolio of software companies
- You will manage the strategy to support fifty-plus products across several technologies
- The candidate will require the ability to accomplish aggressive purposes allocating suitable resources to obtain them
- The Vice President of the Customer Support will play a significant role in developing Crossover's global remote assistance teams
- Also, they are only seeking for the top talent to fulfill this important position as they root their success in only hiring all-stars
What You Will be Doing
- VPS of customer support maintains the overall performance of people and processes to obtain the highest levels of client satisfaction.
- As a senior executive, you will be leading a team of five to ten customer support managers to execute data-driven action ideas to fix quality bar failures.
- You will maximize client satisfaction, monitoring production, deep-diving into proper metrics.
- In contact centers, managers typically measure the agents' administration on the number of phone calls they manage in a given period.
- The pressure is on agents to decrease the time spent on individual phone calls.
- However, if agents do not solve customers' inquiries effectively, client satisfaction levels can drop.
- Imagine doing this exercise of concentrating management teams on the correct metrics, balancing operational metrics against client service metrics across fifty different software products, that's where the challenge starts, and that's what distinguishes this post from any other typical contact center in the software industry.
Other Duties Include but not limited to:
- Become a specialist on Crossover's WorkSmart Productivity tool
- Staff your maintenance management with elite global resources that are technical, smart, and have a passion for solving client issues
- Establish a clear set of operational targets and matrics for each critical business method within the company
- Cultivate a culture rooted in responsibility for the customer, continuous development and excellence
- Work closely with the SVP to assure a support model that will scale as Crossover's portfolio remains to grow
As the main part of the leadership team that will drive the success of the Support organization, your core responsibilities include:
- Lead a group of five to ten Customer Support Managers and be accountable for recruiting and growing a world-class team of professionals
- Deep dive into the operational metrics against set targets for every critical support method to create operational development strategies week over week.
- Estimate and perform root cause analysis of quality bar failures week over week
- Help the SVP establishing methods and training infrastructure to produce fast and high-quality solutions to client queries.
- Assume operational leadership for their global support across all portfolio businesses - while building a model that can allow another 25-50 organizations per year
To be a great candidate for VP of Customer Support post, you must have the following skills or experience:
- Have a university degree (BS, MS, or Ph.D.) in either Computer Science, Mathematics, Computer Engineering, Physics or Information Technology
- Have excellent spoken and written English abilities
- Two plus years in a customer-facing support position
- Five plus years of experience in a hands-on technical post such as Network Engineer, Software Engineer, L2+ Technical Support or System Administrator
- Five plus years of experience managing a software customer support company
- Previously led a team of at least plus fifty individual contributors
- A genuinely operational mindset - you dive into details, make decisions based on relentlessly measure, data, and test, and hold people responsible for fact-based results
Other highly desirable skills or experience include:
- A strategic organizational outlook - you can quickly give strategic input to the executive layer for any portion of the company you are accountable for.
- Exceptional communication and relationship-building abilities, high emotional intelligence, and established ability to thrive in high growth, global, virtual environment
Crossover, which is also known as Crossover for Work that not only relates companies to the best expertise from the World. The Crossover also gives a seamless end-to-end solution for remote team management. They test each candidate broadly to allow the elite capability to grow to the top and to assure that their customers hire only the most beneficial of the best from over ninety-eight various countries. The crossover will also believe that the best talent worldwide who is looking for long-term careers (not part-time or short-term contracts), so they only offer 40 plus an hour or week long-term, high-paying posts. They are mission-driven organizations. They believe that by implementing high-paying jobs to the top talent around the World. They will assist in transforming global society profoundly and positively.
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