You have previously proven your ability to identify processes to be improved and have driven deep reaching organizational changes. You will be expected to demonstrate your know-how on change management, your expertise in crafting & setting challenging goals to your Teams, so you can drive every Team member to overachieve their objectives. You will also be required to report and analyze tactical KPIs, while being a proposition force to continuously improve your Team and the organization performance. You will be responsible for overseeing a team of 15-20 individuals. You will be responsible for ensuring that each team members successfully resolves support tickets that are assigned to them, liaising with IT and Engineering teams where necessary. You will also successfully manage escalations from customers. You will be expected to Manage this with fast resolution time and high quality deliverables. Unlike other support organizations - we have an innovative model where every agent learns every product. To do this - we staff with only the best global support engineers. You will own the task of reviewing feedback from customers and using the insights to drive internal process improvements. Under your leadership, we expect to see consistent improvement in the net promoter score and the issue resolution times. Expectations
Key Responsibilities
Day to day management of a team of 15-20 agents including scheduling, holiday planning, performance management, productivity improvements, on/off-boarding
Participate in hiring tournaments, recruitment, testing, interviewing and candidate feedback; work with our recruiters to continuously improve the process
Team performance reporting and analysis; planning and execution of improvement plans to reach goals: net promoter score, response and resolution time, internal quality standards and other KPIs
Orchestration of agent training using our innovative pair support model, and contribute to knowledge-management,, quality management and other internal improvement plans
Proactive improvement plans across multiple support channels - telephone, chat, support portal, email, social media support channels
Contribution to new product imports and proof of concept trials as part of our growth and innovation strategies
Candidate Requirements
5+ years experience managing 10+ person enterprise software customer service teams - including help desk support teams (phone and email based) - with a track record of customer reported excellence across multiple products and technologies
You have proven success in a customer facing role including building new relationships, presenting to customers, supporting customers through negotiations and escalations and other critical situations
Experience with deep diving into specific tickets and have an ability to understand the core of any operational issue by having an understanding of the details.
You can proactively identify and evaluate what processes can be improved to drive efficiency within the organization. You excel at building, validating and owning the process improvement plan implementation and measure its success through clear targets and results.
Exceptional communication and leadership skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment are essential
Crossover is redefining the way people work. Brick and mortar offices are history. The future of our global workforce 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. Crossover has developed a unique method of finding, curating, and managing remote contractors. Our platform connects customers to the worlds best talent for both technical and non-technical employment. 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.