Crossover Hiring for Head of Customer Support, Trilogy (Remote) – $,/year USD at Sydney, New South Wales, Australia Full Time

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 you’re 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 Won’t 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.

Head 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.

There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!

Working with Crossover

This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover. The compensation level for this role is $100 USD/hour, which equates to $200,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.

What to expect next:

• You will receive an email with a link to start your self-paced, online job application.
• Our hiring platform will guide you through a series of online “screening” assessments to check for basic job fit, job-related skills, and finally a few real-world job-specific assignments.

Important! If you do not receive an email from us:

• First, emails may take up to 15 minutes to send, refresh and check again.
• Second, check your spam and junk folders for an email from Crossover.com, mark as “Not Spam” since you will receive other emails as well.
• Third, we will send to whatever email account you indicated on the Apply form – by default, that is the email address you use as your LinkedIn username and it might be different than the one you have already checked.
• If all else fails, just reset your password by visiting https://www.crossover.com/auth/password-recovery if you already applied using LinkedIn EasyApply.

Crossover Job Code: LJ-3125-AU-Sydney-HeadofCustomer1.073