Are you passionate about customer service and seeking full-time or part-time career opportunities within the contact center industry? Do you get satisfaction from helping people and providing solutions? Are you ready to use your friendly disposition to make a positive impact on those you interact with?
If you said yes to any of the above.... We may be exactly what you are looking for in your career search!
What We're Looking For:
Ideal candidates for Customer Direct generally have a customer service background and appreciate flexibility in scheduling. The most successful employees here have a friendly disposition, a willingness to learn, a strong work ethic, and a sincere desire to help people. With shifts available 24/7, this position is perfect for full-time opportunities without the hassle of a commute, or for college students, semi-retired individuals or those looking for extra income with a second job.
And, there are always opportunities for career advancement. In fact, more than two-thirds of our team leaders and supervisory staff started as call center agents.
What We Offer:
- Unbelievable benefits, including 3-WEEKS PTO, Health, Vision, Dental and Life Insurance, 401k!
- Opportunity to develop valuable communication skills and customer service experience while "on the job"
- Self-Promotion opportunities to earn additional income with Self-Paced training and certification classes!
- World-class work, with World Class Brands.... and, we are really proud of the thousands of people we help every day!
- Fun, dynamic company with really nice, friendly people; a respectful and positive workplace where you are sure to develop life-long relationships!
- Well-defined career advancement goals, affording you the opportunity to learn and grow your career - both in additional skills, responsibilities and earnings!
- Success Recognition and Reward programs to keep things fun and challenging!
What YOU can expect:
The Customer Care Agent is responsible for providing excellent customer service and building customer loyalty through the courteous, efficient handling of customer interactions (phone, email, chat, etc...) according to our Client's brand guidelines and requirements. Candidate expectations include;
- Provide superior customer service to a wide variety of customers with a pleasant, patient, and friendly attitude.
- Possess excellent written and verbal English communication skills, demonstrated by consistent use of proper and professional language to include tone, diction, pace, enunciation, and avoidance of slang.
- Flexibility in scheduling availability
- Proficiency with standard office technologies, including Microsoft 365, MS Word, Excel, web browsers, email, electronic calendar, instant messaging, information sourcing, etc.
- Ability to navigate computer software and websites as necessary without third party assistance.
- Customer service experience preferred; Call center experience is a plus
Work-from-Home Equipment & Internet Connectivity requirements:
Opportunities are available for residents in Tennessee.
- Internet connection speed: down-6mbps / up-1.5Mbps (recommended: down-12Mbps / up-3Mbps)
- Internet connection type: Digital Subscriber Line (DSL) or Cable Internet (mid to higher level DSL service is preferred)
- Wired, not wireless, connection available
- Router required - must have the ability to disable SIP-ALG option
- Intel i3 2 GHz processor or higher
- Operating system: Windows 10
- Memory: 8 Gigabytes of Ram Memory Minimum
- Administrative rights to the PC for downloading software
- Two (2) USB 2.0 ports
Must currently reside in Tennessee
Employment is contingent upon pre-employment criminal background screening in accordance with the company's policy.
- This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their Supervisor in compliance with Federal and State Laws.
- Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an "at-will" basis.
- Requirements are subject to change with modifications affecting both existing and future employees.
Vice President of Customer Support
Crossover
$ 200k USD/year
$ 100 USD/hour
40h/week
Remote Position
Long-term
Do you want to work for a support team, unlike any other support organization? If you do, let me explain what this role is all about!
The VP of Customer Support will lead the efforts to create a world-class customer support experience across our entire portfolio of enterprise software companies - as well as an additional 25-50 new acquisitions a year. You will take a scientific and metrics-based approach to centralize and deliver customer success measured through our NPS program.
LEARN MORE
Why Crossover?
Be a part of the fastest growing private equity portfolio in the world. Join our rapidly expanding partner network. Support an expanding global network of clients. A key benefit of Crossover is that all our roles are location independent. Live and work anywhere: work from home, a coffee shop or at one of the many co-working spaces Crossover partners can access and collaborate.
WHAT YOU'LL BE DOING
INTERESTED? !
The VP of Customer Support will drive a culture of continuous process improvement and weekly metrics progress - simultaneously increasing quality and efficiency. You will be tasked to staff your support management and support agents with elite global resources that are smart, technical and have a passion for solving customer issues. Up to fifty percent of your team's time will be dedicated to our ‘pair support’ model where becoming an expert problem solver on new products is everyone’s job.What you will do as an VP of Customer Support: Lead our global support organization, and be responsible for recruiting and developing a world-class team of professionals and defining a service-oriented culture, and establishing processes, systems, and training infrastructure to enable them to deliver fast and high-quality solutions to customer questions and problems.You will become an expert on our Worksmart productivity measurement tool. Our innovative software that combines time tracking with productivity enhancement. Be prepared for the future of work with this data-driven solution to help managers measure productivity within their remote teams.The VP of Customer Support will work directly with the SVP and other functional leaders to establish a stretch target and create operational improvement strategies to enable execution.Assume operational leadership for our global support across all portfolio companies - while building a model that can accept another 25-50 companies a yearBuilding a deeply rooted culture of customer accountability and metric-based operational excellence within these teams - including world-class hiring and coachingStandardize a new product onboarding program for support, our very own Pair Support Program that moves newly acquired products into support in less than 90 days in such a way that performance targets are met from day-1 of go-liveIdentify and drive cross-functional process improvement and automation initiatives that will simplify the current state, multiple organizational efficiency, and ultimately create ongoing economies of scale
CANDIDATE REQUIREMENTS
10+ years experience managing 50-100 team and 5+ managers in a B2B or B2C multi-tiered global customer service environment - including helpdesk and highly technical support teams (phone, chat and email based) - with a track record of customer reported excellence across multiple products and technologies
Previous experience managing budget for staffing purposes
Deep passion for customer success, coupled with a driving motivation to solve their problems and continually improve their experience - you are a customer advocate of the highest order
A deeply operational mindset - you dive into details, make decisions based on data, relentlessly measure and test, and hold people accountable for fact-based results
A strategic organizational outlook - you quickly understand and align clearly with the company’s vision for the support organization. You are able to quickly provide strategic input to the executive layer for any part of the organization you are responsible.
Exceptional communication and relationship building skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment are essential
CAREER PATH
YES - YOU WON'T STOP HERE!
Job Title
L1
L2
L3
CSM
VP
SVP
Compensation
$15/hr (~$30k/yr)
$30/hr (~$60k/yr)
$50/hr (~100k/yr)
$50/hr (~100k/yr)
$100/hr (~$200k/yr)
$200/hr (~$400k/yr)
Job Title
(at previous job)
Customer Support Agent (Engineer)
Senior Support Engineer, Senior Technical Support Agent, Senior Software Engineer
Senior Software Architect, L3 Technical Support
Customer Support Manager, Customer Support Team Lead
Customer Support Director, VP of Customer Support
Customer Success Executive / SVP Customer Support
Minimum work Experience
2+ years in technical customer support
3+ years in technical customer support
5+ years in technical customer support and software engineering
3+ years hands on technical support 1+ years as team manager
3+ years hands on technical support 5+ years as team manager
3+ years hands on technical support 5+ years as team manager
Total Team Size
N/A
N/A
N/A
15-20 agents
20 - 100 agents
100+ agents
Total Industry experience
2+ years
3+ years
5+ years
5+ years
10+ years
15+ years
Manager Experience
2+ years
3+ years
5+ years
5+ years
10+ years
15+ years
Education
Bachelor’s Degree or equivalent
Bachelor’s Degree or equivalent
Bachelor’s Degree or equivalent
Bachelor’s Degree or equivalent
Master’s degree or equivalent
Master’s degree or equivalent
Core Deliverables
- Handles customer issues end to end
- Outstanding troubleshooting
- Outstanding quality customer service
- Escalates promptly to ensure fast resolution.
- Handles the more difficult customer issues end to end
- Outstanding troubleshooting
- Becomes a Subject Matter Expert
- Handles the hardest technical issues
- Authors playbooks training for to increase capability of L1 and L2 support teams
- Handles customer escalations
- Daily deep dives on tickets
- Sets aggressive weekly goals for productivity and quality
- Creates training materials
- Trains and coaches agents
- Handles customer escalations
- Deep dives on tickets
- Delivers weekly progress on quarterly quality and productivity goals for a subset of support
- Trains and coaches managers
- Handles customer escalations
- Deep dives on tickets
- Delivers aggressive quarterly quality and productivity targets that impact customer retention
- Trains and coaches VPs
English proficiency
proficient
proficient
proficient
proficient
proficient
proficient
Technical proficiency
Technically literate
Technical troubleshooting to the code and configuration level
Can find any bug in solution code, product code, and configuration
Technically Literate
Technically Literate
Technically Literate
THE HIRING MANAGER
carreer growth opportunities
WHAT YOU'LL LEARN
Learning & Growth
You will be part of a fast pace remote work environment where information, processes, and procedures can literally change from one day to the other, and you will learn to keep the pace.
You will learn how to work together with a large organization, making all the different parts fit together, in order to improve the end-to-end process of support.
You will learn how to apply tools and techniques in order to make the products better from the support point of view, from the creation of test environments to troubleshooting tools.
FAQs
@Crossover what's the marketplace?
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