Customer Support Managers at Crossover are excited about their mission to deliver world-class service and develop people at the same time.
Our Managers are experts in analyzing data to improve performance.
These elite coaches are the driving force behind Crossover’s success.
Customer Support Managers are required to lead a remote team of level 1 and level 2 agents from all around the globe.
To do so, you will utilize the data from our Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals.
You will be responsible for coaching your team, and you will be expected to drive quality and ensure agents are delivering stellar service to every customer.
You will also be an active part of Crossover’s growth by participating in hiring tournaments aim to find top talent for your teams.
Key Responsibilities include but are not limited to : Manage and coach a team of 15-20 remote Level 1 & Level 2 Software Support Engineers Conduct 1 : 1s to provide weekly updates to assess each team member’s performance Manage the whole end to end process for incidents, requests, and escalations Show week over week improvement You will receive daily feedback from your VP on the team’s performance, and you will need to fix what is not working immediately Utilize the data from the Worksmart productivity measurement tool to develop individual performance plans and achieve aggressive weekly goals Collaborate with our Knowledge Base Team in the creation, management, and distribution of critical information Participate in Crossover’s Global Hiring events Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts Be able to manage and thrive in a global, fast-
Computer / Software; TelecommunicationsMonthly Salary : US $9,000 Preferred Candidate Career Level : ManagementDegree : Bachelor's degree