VP of Customer Support
Job ID: 3125


Description:
Are you passionate about leading customer support teams but don't want to lose your technical edge? if so, this is a unique opportunity for you to leverage every bit of your hard-earned skills from your knowledge of programming languages, to your support engineering skills, to your ability to execute improvements that drive increased customer satisfaction.

Since we have automated routine administration and project management tasks, most of your week will be dedicated to diving deep into your team's output to find the source of quality problems and eliminate them. You will propose and implement big ideas to simplify work, improve our world-class customer support system, and enable scale for our growing portfolio of software products.

What you will be doing:
In this role, your central focus is always on delivering quality support, by providing a satisfactory resolution to customers at first contact. You will be accountable for setting and holding quality support standards for a team of about 40 agents by reviewing their work, spotting trends and removing obstacles that impede delivering the highest levels of customer satisfaction. You will be an expert on the products your teams are supporting because we believe this is the best way to fix problems and come up with real improvement ideas. You will use these product insights to lead your customer support managers in implementing data driven improvement initiatives.

What you will NOT be doing:
• Assigning or prioritizing tasks, performing resource planning, or budgeting
• Providing pre-sales support, or holding P&L responsibilities

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

Candidate Requirements:
To qualify for this role, you will be expected to pass a basic coding challenge in any language (even FORTRAN!). We are testing your understanding of programming concepts, not your ability to produce original code so you are allowed to use resources, like Google, to complete the coding assessment. Additional requirements are:
• Minimum of 5 years in a customer support leadership position, responsible for a team of at least 30 agents, in addition to career progression within software support
• Bachelor’s Degree in computer science, engineering or equivalent job experience
• Track record of delivering continual improvements & automations against aggressive goals and high standards of quality
• An advanced level of English

Nice to have:
• Experience in an enterprise organization where the support function has interdependencies with engineering, development, etc.
• Experience leading in a remote, global organization.