VP of Customer Support ($200K/year) - Remote Work

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Employer: Crossover Romania
Domain:
  • Customer Support - Client Service
  • IT Software
  • Management - Consulting
  • Job type: full-time
    Job level: Manager
    Location:
  • BUCHAREST
  • Cluj Napoca
  • Timisoara
  • nationwide
    Updated at: 21.02.2019
    Remote work: On-site

    Have you received high remarks about your ability to analyze data, eliminate inefficiencies and achieve aggressive goals? Do you have prior experience leading a world-class support organization? Then come to join our elite force and lead our support specialists towards success.

    At Crossover, we strive for excellence. We provide our customers with world-class technical support. To so do, we need VPs to have had previous experience in highly technical support teams (phone, chat and email based) with a track record of customer reported excellence across multiple products and technologies.

    The Vice President of Customer Support will play a critical role in developing Crossover’s global remote support teams. And we are only searching for the top talent to fill this vital position as we root our success in only hiring all-stars!
     

    As a core part of the leadership team that will drive the success of the support organization, your core responsibilities include:

    • Lead a team of 5-10 Customer Support Managers and be responsible for recruiting and developing a world-class team of professionals
    • Deep dive into operational metrics against set targets for each critical support process to create operational improvement strategies week over week
    • Evaluate and perform root cause analysis of quality bar failures week over week
    • Help the SVP establishing processes, and training infrastructure to deliver fast and high-quality solutions to customer queries
    • Assume operational leadership for our global support across all portfolio companies - while building a model that can accept another 25-50 companies per year
     

    To be a great candidate for the VP of Customer Support position, you must have the following skills/experience:

    • Master’s degree or equivalent
    • Have perfect spoken and written English skills
    • +10 years of software support experience. You have to have risen through the ranks, gaining qualifications as well as front-line experience in a software company.
    • Previously managed a team of at least +100 individual contributors
    • Strong people management experience having already managed 5+ people managers in a B2B or B2C multi-tiered global customer service environment
    • Previous budget management responsibility
    • ITIL Practitioner or Intermediate certification
    • 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.

    Other highly desirable skills/experience include:

    • 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 for.
    • Exceptional communication and relationship building skills, high emotional intelligence, and proven ability to thrive in high growth, global, virtual environment

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