Международная компания ElectroNeek, разрабатывающая RPA-платформу, открывает роль Head of Customer Support CIS.
Требования
- 2+ years experience in customer support (L1 and L2) management role in a software development company.
- 8+ years of progressive experience in customer support.
- Deep understanding of customer support processes and workflows in startup companies.
- Experience hiring and managing high-performing, tech pre-sales and support teams.
- Experience in hiring and interviewing candidates.
- Experience working with R&D to translate customers voice and improve the product quality.
- Experience working in close partnership with Customer Success and Sales to deliver a cohesive customer experience.
- Experience with pre-sales engineering processes.
- Strong analytical skills and processes-based approach in dealing with issues resolution.
- Tech-savvy and eager to learn new technologies (you can lead a technical discussion with your team and with R&D representatives).
- Basic knowledge of JS or Python (or any other scripting and/or programming language) is an asset.
- Readiness to jump to support tickets or other responsibilities if the need arises.
- Previous experience with ZenDesk, Jira, Confluence.
- Ability to communicate effectively with senior executives.
- Ability to analyze and identify improvements in service systems.
- A computer science degree is a plus.
Задачи
- Grow and manage the regional customer support team (support engineers and solutions engineers) in Russia and CIS region.
- Team development (recruiting new team members).
- Manage the performance and support the career development of the team.
- Monitor the application of support workflows in ZenDesk and help the team keep it in a good shape.
- Customer escalations management.
- Customers feedback processing and analysis.
- Manage the interdepartmental interaction process (mainly with R&D, CSM and sales teams).
- Monitor and control the regional customer support team KPI.
- Document and keep up-to-date the support workflows.
- Control the implementation of the approved changes in ZenDesk and Jira.
- Weekly and monthly reporting about team performance.
- Work on continuous team performance improvement.
- Implement upskilling programs for regional support teams.
- Identify and report to the executive any obstacles to delivering consistently high levels of service.
Условия
- You can work remotely from any place in the World.
- Work in a fully remote team.
- Weekdays from 10 AM to 7 PM MSK.
- Stable salary, commissions.
- Stock Option plan.
- Days-off and vacations.