VP of Customer Support

Job Description

Crossover is the world’s #1 source of full-time remote jobs. Our clients offer top-tier pay for top-tier talent. We’re recruiting this role for our client, Trilogy. Have you got what it takes?
Are you a customer support veteran who relies on deep technical experience and leadership skills? When a customer is unhappy, do you dig through individual support tickets and get knee-deep in granular details to discover the root cause of the problem? Do you try to stay ahead of the AI curve, using generative AI tools to help you write or debug code? If so, Trilogy’s customer support team is the place for you!
Trilogy built a fully remote support system based on customer obsession, a world-class knowledge base, and highly skilled agents capable of servicing over 10,000 customers on over 100 products. We count on our support managers to dive deep into the details and make the improvements that help the system achieve its full potential, and we lean on AI to help our customers solve problems… autonomously instead of waiting around for an agent to become available.
Our service is the #1 reason our customers continue to partner with us year after year, and our support leaders are responsible for making that service first-class. If youre looking to take charge in a high-stakes environment, then we invite you to take the next big step in your career.
What you will be doing
Conducting Deep Dives. You will dive into specific areas of support that are not currently meeting our quality bar (e.g., a decline in NPS or an increase in reopened tickets).
Writing Improvement Proposals. You will make improvement recommendations based on your deep dive findings aimed at achieving 100% customer satisfaction.
What you wont be doing
Specializing in specific products. From L1 agents all the way to the top, our organization provides stellar service to every customer on every product.
Deferring to gut feeling and managerial instinct. We are a knowledge-driven organization, and our managers make decisions based on hard evidence.
VP of Customer Support key responsibilities
Ensuring the delivery of thousands of support tickets per week to tens of thousands of customers worldwide
Basic Requirements
At least 5 years of technical customer support experience
At least 3 years of experience writing code in a professional setting
A proven ability to enhance your code using AI tools, such as Code Interpreter
Experience running highly technical AI projects in a professional setting
About Trilogy
Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today’s modern cloud-based stack. Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds