Head of Customer Service - $400K/year - Remote Work #3617

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.

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
  
  

Crossover is redefining the way people work. A future where all high-skill jobs go to the cloud and big-data is used to help individuals and teams become more and more productive. Brick and mortar offices are history. The future of our workforce is global and will be built from teams collaborating from every corner of the world. We have embarked on an expedition to find and engage with that talent and are now in over 108 different countries. Crossover has developed a unique method of finding, curating, and managing cloud talent. Our platform connects customers to the world’s best people for both technical and non-technical jobs. But we don’t just find the best, we also provide the tools, training, and relationship building support to ensure success for long term growth.

Crossover Job Code: Romania-Bucharest-Head_of_Customer_Service-201904-S-3617