Company : Crossover for Work
Job Location : London, England, gb
Posted on : 2021-02-17
Job Description :
Are you passionate about leading customer support teams but don't want to lose your technical edge? if so, this is a unique opportunity for you to leverage every bit of your hard-earned skills from your knowledge of programming languages, to your support engineering skills, to your ability to execute improvements that drive increased customer satisfaction.
Since we have automated routine administration and project management tasks, most of your week will be dedicated to diving deep into your team's output to find the source of quality problems and eliminate them.
You will propose and implement big ideas to simplify work, improve our world-class customer support system, and enable scale for our growing portfolio of software products.
What You Will Be DoingIn this role, your central focus is always on delivering quality support, by providing a satisfactory resolution to customers at first contact.
You will be accountable for setting and holding quality support standards for a team of about 40 agents by reviewing their work, spotting trends and removing obstacles that impede delivering the highest levels of customer satisfaction.
You will be an expert on the products your teams are supporting because we believe this is the best way to fix problems and come up with real improvement ideas.
You will use these product insights to lead your customer support managers in implementing data driven improvement initiatives.
What You Won’t Be DoingAssigning or prioritizing tasks, performing resource planning, or budgetingProviding pre-sales support, or holding P&L responsibilitiesDirector Customer Support Key ResponsibilitiesBuild and lead a fully remote customer support groupConduct deep dive analyses and propose improvement initiativesCoach your managers and team membersDrive a continuous improvement process (Kaizen) across all of your teamsContinuously improve quality and productivity of all your teamsBasic RequirementsWe’ve learned that when our support team understands the technology our products are built with, we provide better support.
That’s why we require every support team member beginning at L2 to demonstrate a very basic level of coding ability.
To qualify for the role you must be able to write a SQL query and pass a basic coding challenge.
In addition you must have:Minimum of 5 years in a customer support leadership position, in addition to career progression within software supportBachelor’s Degree in computer science, engineering or equivalent job experienceTrack record of delivering continual improvements & automations against aggressive goals and high standards of qualityAn advanced level of EnglishNice-to-have RequirementsExperience in an enterprise organization where the support function has interdependencies with engineering, development, etc.
Experience leading in a remote, global organization.
About CrossoverCrossover has been a pioneer of the remote work model since our inception in 2010 - helping thousands of people advance their careers.
We focus on full-time, long-term work - not short-term gigs or freelancing side jobs.
Our platform provides businesses with the fairest hiring on earth by basing 90% of the decisions on objective assessments of a candidate's skills and abilities to perform Real Work.
Since we are 100% remote, people can work from anywhere and earn standardized and competitive compensation, regardless of where they choose to live.
What’s Next?There is so much to cover for this exciting role, and space here is limited.
Hit the Apply button if you found this interesting and want to learn more.
We look forward to meeting you!What to expect next:You will receive an email with a link to start your self-paced, online job application.
Our hiring platform will guide you through a series of online “screening” assessments to check for basic job fit, job-related skills, and finally a few real-world job-specific assignments.
You will be paired up with one of our recruiting specialists who can answer questions you might have about the process, role, or company, and help you get to the final interview step.
Important! If you do not receive an email from us:First, emails may take up to 15 minutes to send, refresh and check again.
Second, check your spam and junk folders for an email from Crossover.
com, mark as “Not Spam” since you will receive other emails as well.
Third, we will send to whatever email account you indicated on the Apply form - by default, that is the email address you use as your LinkedIn username and it might be different than the one you have already checked.
If all else fails, just reset your password by visiting https://www.
com/auth/reset-password if you already applied using LinkedIn EasyApply.
Crossover Job Code: LJ-3125-GB-London-DirectorCustom.