We're running an Online Hiring Tournament on August 11th to hire Customer Support Managers (USD $100K/yr).
This event will include all testing for the role. Upon grading the deliverables from the event, we will set up qualified candidates with an interview with the hiring manager.
This is a 100% remote, full-time role.
Coach, coach, coach! Coaching of the team is done in different ways. Depending on the situation my day could start with:
1:1 meetings where the metrics are reviewed, feedback on the call and ticket analysis is given; and any blockers that agents have been discussed
Ad-hoc meetings: when agents need help/guidance on a specific topic (from soft-skill advice to technical product information)
Weekly meetings: enforcing team updates, process changes, and/or improvements
Collaborate to create Knowledgebase and playbooks:
Whenever I notice a pattern be it ‘’wrong information’’ sharing, insecurity of agents or missing information, we partner up with knowledge team and ensure that knowledge is captured and then widely spread
Give visibility and manage the whole end to end process for incidents, requests and escalations, using our innovative tools:
I have become an expert on our Worksmart productivity measurement tool. Our innovative software that combines time tracking with productivity enhancement.
I also had the opportunity to learn how to use top cloud-based Zendesk Support ticketing system where agents can focus on the customer instead of workflow
Show quarter over quarter improvement:
You will be measured by the quality and productivity of your teams on a weekly basis
You have to be comfortable with receiving daily feedback on team’s performance and fix what’s broken at the speed of light
Keep the pace:
You will be part of a fast pace environment where information, processes, and procedures can literally change from one day to the other, and you need to keep up the pace. It can become challenging to maintain focus as you have to ensure that you are in line with company goals, that you offer the right amount of attention to each of your team members, that you monitor flow of information, pay attention to customer escalations, offer an excellent service and on the top of all this, you have to increase your team’s productivity.
Are any other challenges?
Oh, many more, but these challenges I consider being the beauty of Crossover. As an experienced professional this is what can drive to your biggest breakthroughs and allow you to make improvements in everything that you touch.
- 5+ years of managing 15+ person software support teams
- Experience with deep diving for >500 tickets volume per week
- 10+ years experience managing and coaching L1/L2 software support engineers
- Exceptional communication and leadership skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment are essential
- Fluency in any of the following languages is preferred; French, German, or Czech
Join our community of remote professionals!