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