Job Details
Skills And Tools:
Job Description
We're running an Online Hiring Event this Saturday to hire Customer Support Managers ($100K/yr).
Online Hiring Events are live forums designed to enable you to understand the role and requirements through an interactive Q&A session followed by a self-directed testing process. The testing takes between 3-5 hours to complete. It’s worth taking the time to finish all the tests because we evaluate every single complete application to find the top talent.
This event will include all testing required to apply for the role. Upon grading the tests, and if you advance, we will set up an interview with the hiring manager.
Customer Support Managers at Crossover are excited about their mission to deliver stellar service and develop people.
Our Managers are experts in analyzing data from our Worksmart tool to drive performance. These elite coaches are the driving force behind Crossover’s success.
Depending on the situation your day could start with:
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1:1 meetings where the metrics are reviewed, feedback on the call and ticket analysis is given; and any blockers that agents have, discussed
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Coaching sessions where agents need help/guidance on a specific topic, from soft-skills advice to technical product training
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Weekly meetings: enforcing team updates, process changes, and/or improvements
Job Requirements
Candidate Requirements
- Bachelor’s degree or equivalent
- Advanced English level is required
- 7+ years of software support experience managing +15 L1/L2 software support agents
- Experience with deep diving for >500 tickets volume per week
- Experience writing technical knowledge base articles and playbooks
- Strong leadership and presentation skills
- Excellent soft skills, including critical thinking, decision making, and conflict resolution
- 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
BOOTCAMP PROGRAM
To be considered for this position you are required to take part in a mandatory training series and tests included in our 4-week Bootcamp program.
After grading your tests, you will be eligible to take the Bootcamp which is usually held within a week of obtaining your test results. You will be paid the full-time rate for 40 hours per week for four weeks.
Once the Bootcamp tests are complete, we will be able to evaluate you for the position correctly. Bootcamp is a very tough training program, and only an average of 50% of attendees can finish it. Taking the Bootcamp doesn’t guarantee that you will be hired, but it is a requirement as part of the hiring process.
Join our community of remote professionals!
We have over 4,000 Crossover team members and are growing our network around the world.