Customer Support Managers at Crossover are excited about their mission to deliver stellar service and develop people. Our Managers are experts in analyzing data from our Worksmart tool to drive performance. These elite coaches are the driving force behind Crossover’s success.
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 and check-ins to drive quality, and provide weekly updates to team
Give visibility and manage the whole end to end process for incidents, requests, and escalations
Show week over week improvement:
You will be measured by the quality and productivity of your teams on a weekly basis
You have to be comfortable with receiving daily feedback on the team’s performance and fix what is not working at the speed of light
Foster a culture that embodies Crossover’s values of excellence and world-class service.
Utilize the data from the Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals
Collaborate with our Knowledge Base Team in the creation, management, and dissemination of information
Participate in Crossover’s Global Hiring Tournaments
Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts.
Must be able to manage and thrive in a virtual, global, and fast-paced environment
Depending on the situation your day could start with:
1:1 meetings where the metrics are reviewed, feedback on calls and ticket analysis is given; and any blockers that agents have, discussed
Coaching sessions where agents need help/guidance on a specific topic, from soft-skills advice to technical product training
Weekly meetings: enforcing team updates, process changes, and/or improvements
Bachelor’s degree or equivalent
Pristine spoken English
7+ years of software support experience managing +15 L1/L2 software support agents
Experience with deep diving for >500 tickets volume per week
Experience writing technical knowledge base articles and playbooks
Strong leadership and presentation skills
Excellent soft skills, including critical thinking, decision making, and conflict resolution
Committed to self-development and the professional growth of others
A passion for creating work in a process-driven way and working with team members to continuously improve the process
Excellent at reducing overly complicated and unstructured answers into a set of simple and structured decisions
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.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases