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Job Description
- SVPs of Software Customer Support get to build the highest quality 100% remote software customer support organization in the world.
- Every day, you'll be deep-diving into the customer interactions of your organization. You'll be listening to calls, reading tickets, and forming a reality-based opinion of where your organization is providing world-class support and where you are not.
- Each week you'll be executing a plan, making or testing improvements from prior weeks, in a logical almost scientific way.
- Quality Standards - Making decisions about what should or shouldn’t be in the quality bar, reviewing real work for better insights, simplifying and clarifying decisions.
- Problem Solving - Deep dives into bottlenecks or troublespots to uncover real insight regarding the causes and recommendations for improvements
- Automation - Designing and documenting the decisions that enable us to improve quality through the automation of low value or error-prone activities.
- Technology Assist - Designing ways to apply existing technologies to help our support team delivery a higher quality experience.
Job Requirements
- A technical university degree including the study of software systems and information technology
- At least 2 years of experience in a customer-facing support position.
- At least 5 years of experience in a hands-on technical software support position
- 10+ years of experience managing software customer support in organizations of 150+ people
- The ability to simplify complex ideas and communicate them with clear, logical thinking
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