linkedin.com sales-marketing director customer support (remote) - $200,000/year usd

Director Customer Support (Remote) - $200,000/year USD


Do you credit your deep technical skills for your success? Are you passionate about delivering excellent customer service but don't want to lose your technical edge? We have automated routine administration and project management tasks so that you can focus on improving support service quality across our more than 100 software products, using your substantial technical expertise to provide world-class customer service



Most of the week is dedicated to diving deep into the team's output to find the source of quality problems and eliminate them. Based on your insights from reviewing a week's worth of work, you propose and implement big ideas to simplify work, systemically improve quality and enable scale for our growing portfolio of software products. Your ideas ensure that complexity in the organization is reduced.



What You Will Be Doing



In this role, you will manage the overall performance of people and processes to achieve the highest levels of customer satisfaction.



You will lead a team of customer support managers to implement data-driven improvement initiatives to fix quality. You will maximize customer satisfaction by continually improving our knowledge base content and the team's work quality.



Your key focus is on always delivering quality, by providing a satisfactory resolution to customers at first contact. Imagine doing this exercise of focusing on quality improvement across 20 different software products, that’s where the challenge begins and that’s what differentiates this position from any other typical support organization in the software industry.



Your main duties will be to:

  • Take ownership of customer support for a suite of up to 20 key software products, a service line, e.g. Level 1 support and the associated support agents, continually improving their work quality & efficiency
  • Deep-dive into your different teams, inspecting their processes and work-units in order to come up with great improvement insights. Perform deep dives by getting to the root cause of the issue and determine the simplest possible solution
  • Identify patterns to come up with new solutions by introducing new tools & automations, considering alternatives, quantifying impact, removing blockers, making data-based decisions



In your role, you will be an expert of the products your teams are supporting. We believe this is the best way to fix problems and come with real improvement ideas.



What You Won’t Be Doing



Due to our high level of routine process automation, you will not have to

  • Assign and prioritise tasks for your team
  • Perform project management tasks, such as resource planning, budget analysis, etc.



Director Customer Support Key Responsibilities

  • Build and lead a fully remote customer support group
  • Conduct deep dive analyses and propose improvement initiatives
  • Coach your managers and team members
  • Drive a continuous improvement process (Kaizen) across all of your teams
  • Continuously improve quality and productivity of all your teams



Basic Requirements

  • Minimum of 5 years in a customer support leadership position responsible for at least 50 agents, customers and products, structured such that you were responsible for goal setting, performance measurement, and hiring/ firing decisions across multiple teams
  • “Lean Manufacturing” mindset applied to customer support and software engineering (e.g., “The Phoenix Project” by Gene Kim, Kevin Behr, George Spafford‎)
  • Bachelor’s Degree in computer science, engineering or equivalent (MS or Ph.D. preferred) or equivalent job experience
  • Proven ability to deliver aggressive goals and meet high standards of quality
  • Successful in continual improvement through process improvements & automations
  • An advanced level of English



Nice-to-have Requirements

  • Having worked in an enterprise organisation where the support function has interdependencies with engineering, development, etc.
  • Exceptional communication and relationship building skills, high emotional intelligence, and proven ability to thrive in high growth, global, virtual environments



About Crossover



Crossover has been a pioneer of the remote work model since our inception in 2010 - helping thousands of people find great work opportunities. We focus on full-time, long-term work - not short-term "gigs" or freelancing side jobs. Most of our positions are within a large and growing portfolio of software companies. Since we focus on remote work, our openings can be filled globally and pay standardized compensation rates, regardless of where you choose to live.



Join the thousands of professionals that have partnered with Crossover to explore new opportunities and find their dream job. Go to www.crossover.com/testimonials to read their stories. Better yet, write your own story!



What to expect next:

  • You will receive an email with a link to start your self-paced, online job application.
  • Our hiring platform will guide you through a series of online “screening” assessments to check for basic job fit, job-related skills, and finally a few real-world job-specific assignments.
  • You will be paired up with one of our recruiting specialists who can answer questions you might have about the process, role, or company, and help you get to the final interview step.



Important! If you do not receive an email from us:

  • First, emails may take up to 15 minutes to send, refresh and check again.
  • Second, check your spam and junk folders for an email from Crossover.com, mark as “Not Spam” since you will receive other emails as well.
  • Third, we will send to whatever email account you indicated on the Apply form - by default, that is the email address you use as your LinkedIn username and it might be different than the one you have already checked.
  • If all else fails, just visit https://jobs.crossover.com directly, search for this job, and click “Apply”. You will be prompted to reset your password if you already applied using LinkedIn EasyApply.
Crossover Job Code: LJ-3125-US-Atlanta-DirectorCustom.001



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