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Job Offer: Customer Support Manager ($100K/yr) - Online Hiring Event - Remote Work:

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Customer Support Manager ($100K/yr) - Online Hiring Event - Remote Work

Delhi, Delhi-NCR


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Job Description

We're running an Online Hiring Event this Saturday to hire Customer Support Managers ($100K/yr).
Online Hiring Events are live forums designed to enable you to understand the function and requirements through an interactive Q&A session followed by a self-directed testing process. The testing takes between 3-5 hours to complete. It’s worth taking the time to finish all the tests because we evaluate every single complete application to find the top talent.
This event will include all testing required to apply for the function. Upon grading the tests, and if you advance, we will set up an interview with the hiring manager.
In this function, coaching is key, and We are seeking for exceptional people. Managers who are excited by the mission of developing teams. You will share our values and can keep pace. You will shape the approach and quality bar we need to ensure our customers are satisfied with our services, no matter where they are in the world
Depending on the situation your 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
Collaborating on a expertise base and playbooks:
» Whenever you notice a pattern be Information technology ‘’wrong information’’ sharing, insecurity of agents or missing information, you partner up with expertise team and ensure that expertise 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:
» You have become an expert on our Worksmart productivity measurement tool. Our innovative software that combines time tracking with productivity enhancement.
» You also had the opportunity to lgain how to use top cloud-located 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 everyday 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 change from one day to the other, and you need to keep up the pace. Information technology can become challenging to maintain focus as you have to ensure that you are in line with company goals. You will offer the right amount of attention to each of your team members, that you monitor the flow of information, pay attention to customer escalations, provide an excellent service and on the top of all this, you have to increase your team’s productivity.
» As an practiced professional this is what can drive to your most significant breakthroughs and allow you to make improvements in everything that you touch.


Candidate Requirements
» 5+ years of managing 15+ person software support teams
» practice with deep diving for >500 tickets volume per week
» 10+ years practice managing and coaching L1/L2 software support engineers
» Exceptional communication and leadership abilities expertise, high emotional intelligence, and proven capability 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!
We have over 4,000 Crossover team members and are growing our network around the world. 

Company Description

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.  

Additional Information

Last updated:
. 20/09/2018
Employment Type:
. Full time
Employment type:
. Freelance / Self-employed
. 10
Minimum practice:
. Between five and ten years
suitable education
. Compulsory Education
Job Category:
. Jobs in Customer Service / Call Centre / Operations / Data Entry , Jobs in Information technology - Software Programming / Analysis


Job Category:  [ View All Jobs ]
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Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Delhi-NCR, Other
Company Type Employer
Post Date: 09/20/2018 / Viewed 3 times
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