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SVP of Software Customer Support ( $ 400k per year) Remote Work

CrossOver
Cairo, Egypt
Posted 4 years ago
19People have clicked30 open positions
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Job Details

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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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