Senior VP of Software Customer Support ($400K/year) - Remote Work

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Employer: Crossover Romania
  • Customer Support - Client Service
  • IT Software
  • Management Trainee
  • Job type: full-time
    Job level: Manager
  • Cluj Napoca
  • Timisoara
  • nationwide
    Updated at: 14.02.2019

    The SVP of Software Customer Support will be expected to lead a world-class software support team and will need to react quickly and make critical decisions on a daily basis. Our products are never offline, and there’s a requirement to have an always-on mentality.


    The ideal candidate will need to have a hunger for new challenges. While the typical Customer Support organization sets readily achievable targets, we don’t. We want more than reasonable, we set high-quality bars, and we push for constant improvements until we feel we have reached excellence. 


    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