от компании (организации): Crossover в городе (населённом пункте): Москва, Россия
в отрасли экономики "Информационные технологии, интернет, телеком" → "Развитие бизнеса"
с заработной платой: от 30000 до 33000 USD
Вакансия № 4949848 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Четверг, 15 августа 2024 года.
Дата обновления вакансии № 4949848 на сайте Работа в Москве и Московской области (МО, Подмосковье): Вторник, 24 сентября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 4949848 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
более 6 лет
Тип занятости:
полная занятость
График работы:
удаленная работа
Дополнительные сведения о вакансии: Senior VP of Software Customer Support - $400K/year
We're running an Online Hiring Event this Saturday to hire SVPs of Software Customer Support ($400K/yr).
This event will include all testing for the role. Upon grading the deliverables from the event, we will set up qualified candidates with an interview with the hiring manager. This is a 100% remote, full-time role.
The SVP of Software Customer Support will be expected 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.
In this position, you will be expected to deliver weekly, monthly and quarterly improvements to the quality of software support. You will be measured by quality metrics, customer NPS scores, and productivity of software support resolutions, measured by total cost per ticket.
As a senior manager, you will be responsible for recruiting best in class VPs. You will need to have the ability to identify key skills to build your team. You will need to coach your VPs on what we believe top quality service is, to make sure they develop and nurture their own teams toward a common goal of excellence. We need the SVP of Software Customer Support to raise the level of the team performance in our atypical fast paced environment.
Your daily activities would look as follows:
- Deep dives into weekly metrics, and escalations
- Prepare weekly business reviews for the COO
- Conduct weekly 1:1 meetings with VPs to review metrics, blockers and conduct call & ticket analysis, if necessary.
- Coach VPs to provide guidance on specific metrics to low performing agents, and make a critical decision on staffing accuracy
- Lead weekly meetings to communicate team updates, process changes, and/or improvements
- Leverage your broad technical customer support experience and maintain energy levels in your teams, and ensure successful delivery of software support to our customers.
Candidate Requirements:
- Master’s degree or equivalent
- Minimum 15+ years of software support experience
- Minimum 5 years of experience managing 3-5 Team Managers
- Previously managed $5M/yr budget, and a team of at least 150+ overall team members
- 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
- Committed to self-development and the professional growth of others
- 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
Register at the green button - you will receive the webinar link after completing registration.
Join our community of remote professionals!
We have over 4,000 Crossover team members and are growing our network around the world.
Откликнуться на эту вакансию: Senior VP of Software Customer Support - $400K/year
Предыдущая вакансия:
Вакансия № 4949827 на должность Региональный менеджер (объектные продажи в Москве) от компании СервисКерамика в городе (населенном пункте) Москва