Job Details
Skills And Tools:
Job Description
Customer Support Managers at Crossover are excited about their mission to deliver world-class service and develop people at the same time. Our Managers are experts in analyzing data to improve performance. These elite coaches are the driving force behind Crossover’s success.
Customer Support Managers are required to lead a remote team of level 1 and level 2 agents from all around the globe. To do so, you will utilize the data from our Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals. You will be responsible for coaching your team, and you will be expected to drive quality and ensure agents are delivering stellar service to every customer. You will also be an active part of Crossover’s growth by participating in hiring tournaments aim to find top talent for your teams.
Key Responsibilities include but are not limited to:
- Manage and coach a team of 15-20 remote Level 1 & Level 2 Software Support Engineers
- Conduct 1:1s to provide weekly updates to assess each team member’s performance
- Manage the whole end to end process for incidents, requests, and escalations
- Show week over week improvement
- You will receive daily feedback from your VP on the team’s performance, and you will need to fix what is not working immediately
- Utilize the data from the Worksmart productivity measurement tool to develop individual performance plans and achieve aggressive weekly goals
- Collaborate with our Knowledge Base Team in the creation, management, and distribution of critical information
- Participate in Crossover’s Global Hiring events
- Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts
- Be able to manage and thrive in a global, fast-paced virtual environment
Job Requirements
To be a great candidate for the Customer Support Manager position, you must have the following skills/experience:
- Bachelor’s degree or equivalent
- Have perfect spoken and written English
- 7+ years of software support experience managing +15 L1/L2 software support agents
- Experience with deep diving for >500 tickets 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 structured and straightforward decisions