SVP of Software Customer Support

Job ID: 3617

Description

You’ve heard it a million times. Every company on the planet claims customer service is their top priority. We both know that’s not true. Forgive our candor, but we mean it when we say our customers are our most important asset. This isn’t a controversial statement, so why is it that enterprise customers are often an afterthought for their software providers? 

Trilogy’s vision for the future of customer support takes place in a fully remote world where customers actually matter. As a support executive at Trilogy, you will be equipped with an organization of highly technical agents to persistently increase quality standards and win over the hearts and minds of our enterprise customers at every single interaction. While many companies reactively build their support organizations to deflect customers, ours is designed to make proactive and attentive service the main reason customers continue to partner with us year after year.

We also regard knowledge as the key to delivering excellent customer service. And we’ve built a world-class knowledge base to prove it. As a company that supports over 100 products—a sum that increases on a weekly basis—it is important that our agents are able to service every customer on every product. Most support organizations are composed of siloed, product-specific teams and are unable to scale or match our service quality.

We’re leaving traditional customer support behind in the Stone Age to forge a new path. If you are an experienced customer support leader who treats each ticket like an unrefined gold nugget with enormous potential value, come help us lead the charge.

What you will be doing

  • Making Important Decisions: You will focus on optimizing our support service, from customer interaction playbooks to higher-level process design, and continually improve our quality standards.
  • Conducting Deep Dives: You will dive into specific areas of support that are impediments to achieving 100% customer satisfaction.
  • Reviewing and Implementing Improvement Proposals: You will make improvements based on a logical framework and documented evidence.

What you will NOT be doing

  • Delegating process improvements to lower-level managers. Our support executives are hands-on and lead by showing, rather than telling.
  • Relying on gut feeling and managerial instinct. We are a knowledge-driven organization, and our managers make decisions based on hard evidence.
  • Specializing in specific products. From L1 agents all the way up to the top, our organization is able to provide stellar service to every customer on every product.

Key Responsibilities

  • Building an efficient support machine capable of handling hundreds of products, thousands of support tickets per week, and tens of thousands of customers worldwide.
  • Setting and enforcing increasingly high quality standards aimed at achieving a high NPS and >95% FCR.

Candidate Requirements

  • University degree (BS, MS, or PhD) in Computer Science, Computer Engineering, Mathematics, Information Technology, or related field
  • At least 7 years of technical customer support experience
  • At least 2 years in a hands-on customer support management role
  • Ability to write clearly and concisely in English
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