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

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. 
 

Key Responsibilities:

• Lead a team of +150 Technical Support Engineers and Managers
• Manage the operations of the Technical Support department by utilizing our productivity tool “Worksmart” to find inefficiencies and create data-driven action plans
• Accountable for all recruiting efforts and organizational growth by consistently hiring team-oriented, technically proficient individuals
• Integrate all support channels (phone, email, chat) to create a seamless customer experience
• Build strong relationships with stakeholders and intervene in critical customer situations
• Work closely with Engineering, providing feedback from customers on product quality and features and influencing design for supportability
• Create a positive and productive work environment where employees feel challenged and motivated to meet business goals

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