VP of Customer Support ($200K/yr) - Online Hiring Tournament - 100% Remote
The Vice President 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. Your responsibilities will also include leading a culture of continuous improvement and weekly 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.
We recommend that you attend the tournament instead of applying online, as our tournament process will be much faster.
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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.
Create a culture of continuous improvement across the organization by establishing a clear set of operational metrics and targets for each critical business process within the company. The VP of Customer Support will work directly with the SVP and other functional leaders to establish stretch target and create operational improvement strategies to enable execution.
Lead our global, virtual model, to enable effective management of a large, globally distributed, multi-cultural team.
Assume operational leadership for our global support across all portfolio companies - while building a model that can accept another 25-50 companies a year
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
Crossover is redefining the way people work. Brick and mortar offices are history. The... future of our global workforce will be built from teams collaborating from every corner of the world. We have embarked on an expedition to find and engage with that talent. Crossover has developed a unique method of finding, curating, and managing remote contractors. Our platform connects customers to the worlds best talent for both technical and non-technical employment. But we don’t just find the best, we also provide the tools, training, and relationship building support to ensure success for long term growth. Read full description
- Last updated:
- Job type:
- Full time
- Position type:
- Freelance / Self-employed
- Minimum experience:
- More than ten years
- Compulsory Education
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