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Customer Support Manager (English) - $15/hr (Work from Home)

Keywords / Skills : Technical Support, CRM, Customer Support, Customer Service

Country
Indonesia
5 - 10 years
Posted: 2017-04-04

Industry
IT/ Computers - Software
Function
IT
Role
Technical Support Engineer
Education
Bachelors/ Degree, ITC/ NTC/ Vocational, School Certificate/ N or O-Level
Posted On
4th Apr 2017
Job Description
Come work with the top 1% of global talent! We offer a fast-paced environment where inventiveness and entrepreneurial drive are rewarded. Were also one of the few IT companies offering high-paying, 100% remote, work-from-home positions. You never have to fight traffic to office again.

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 jobs. But we dont just find the best, we also provide the tools, training, and relationship building support to ensure success for long term growth.

Key Responsibilities:
  • Be part of the Support management team to define the Customer Support strategy
  • Lead and drive Support internal projects
  • Drive innovative changes that improve support-related processes. Identify and address any gaps in internal tools and processes
  • Encourage proactiveness, self-sufficiency and outside the box thinking within the teams
  • Coach and mentor teams and team leads
  • Review team results and metrics and provide appropriate feedback to teams and team leads
  • Lead hiring of new team members and ensure the teams stay within cost structure
  • Lead the integration of newly acquired support teams (e.g. support offerings, team structure)
  • Regular communication to team leads and teams to ensure their engagement and motivation
  • Lead the team by example
  • Define personal goals including career path and growth and conduct regular one on ones to review ongoing performance.
  • Coordinate global team resources to provide 24/7 support ( time zones, vacations, holidays )
  • Act as point of contact within the escalation process for all critical issues
  • Drive productivity and performance to overachieve on Customer Support goals (e.g. metrics, SLAs)
  • Provide regular reports to the management team on productivity and performance
  • Build relationships with cross functional teams
  • Collaborate with the Development team on customer issue prioritization
  • Manage difficult customers effectively and professionally
  • Demonstrate an increasing level of customer care skills
  • Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting
  • Ensure support communication is professional and useful to customers at all times, delivering service that provides value and contributes to the customers success
  • Identify and address knowledge gaps, ensure common understanding across the team


Required Skills & Experience:
  • 5+ years experience in a technical Customer Support leadership position, ideally with a technical background
  • Usage of CRM (Salesforce preferred) system and workflow design and implementation
  • Knowledge Centered Support experience
  • Experience with working in and leading virtual teams
  • Fluent in English (Oral and written)
  • Degree in Computer Science or equivalent experience/education
  • Must comply with our Data Security policy and provide their own computer

Personal Attributes:
  • Self-starter who can work on own initiative
  • Problem solver who thinks outside the box
  • Likes working directly with Customers
  • Results driven Customers Success is always front and center
  • Thrive on working with complex and challenging technology

Compensation: Total compensation is $15/hr

Location: Global (Remote)

To qualify, show us who you are. First, please provide a resume/ CV demonstrating the required experience and skills. From there, to help us find the top 1% of talent, we ask that you first complete a relatively short online skills assessment test.

Are you up to the challenge?


About Company

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.
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