SVP of Software Customer Support

Job ID: 3617

Description

Are you a technical support manager who believes that great support is the key to a great company? Are you an up-and-comer who would do things differently if given the opportunity to lead the whole department? Are your standards of excellence so high that you aren’t satisfied until your customer actually utters the word “wow”?

Trilogy is looking for an aggressive leader like you to help us build a global, remote, wow-caliber customer support organization capable of supporting hundreds of software products and tens of thousands of customers. Here’s how we’re going to do it:

  • Put knowledge at the center of the organization. We want our knowledge base to drive agent training and answer all customer questions before they are even asked. You will lead both the human writing team and the AI team that directs our Autobot. The Autobot currently solves 30% of L1 tickets, but our goal is to achieve 70% and then move on to solving L2 tickets.
  • Solve tickets fast and on the first attempt. Our agents currently solve 30% of tickets on the first attempt within one day. Your goal will be to increase this to 80% FCR within one 8-hour shift.
  • Run a truly global, remote 24/7 organization. When a ticket comes in, we strive to answer immediately and in-shift. If we can’t, we pass it off to the next shift until the issue is solved. This requires maximizing agent quality and agility. Our agents are currently cross-trained on 2 to 3 products. With improvements to the knowledge base, you can help us increase that amount to at least 5.
  • Focus on what really matters: our customers! We’ve automated boring administrative tasks such as work allocation and agent training so that our senior leadership can focus on building the most accurate and responsive customer experience on the planet. Every single ticket is an opportunity to make a customer say “wow”!

What you will be doing

  • Deep dive into quality and productivity issues, come up with ideas about the best way to fix them, and then execute your best ideas.
  • Understand patterns and apply the insights you’ve gained from deep dives to our entire organization, resulting in increased efficiency and a better customer experience.

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.

Key Responsibilities

  • Setting and enforcing increasingly high quality standards aimed at achieving 80% FCR within a single shift.
  • Building an efficient support machine capable of handling hundreds of products, thousands of support tickets per week, and tens of thousands of customers worldwide.

Candidate Requirements

  • At least 7 years of technical customer support experience, with at least 2 years in a hands-on customer support management role.
  • Ability to understand code, scripts, and database queries. While you will not be writing code in this role, you will still need to pass a basic coding assessment to get hired.
  • Ability to work 100% remotely from your own home office.
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