Head of Customer Support CIS

Company Description

ElectroNeek is a rapidly-scaling SaaS company in the Robotic Process Automation space. Having graduated from Y Combinator in the winter 2020 batch, we’ve grown incredibly quickly to 200+ clients, and 50+ globally distributed employees. Founded by pioneers in the RPA space, with deep experience in the domain, we’re backed by market-leading investors, including 645 Ventures and SOMA Capital.

We’re anticipating continued and dramatic growth through 2021, as we are enabling unfettered access to the benefits of intelligent hyper automation, without the typical enterprise-level costs and headcount. We were recently named G2’s momentum leader in the RPA space for 2021, and our team has garnered a host of accolades; in just one short year we’ve made our way up the charts to become a top-ranked intelligent-automation solution in the US, as ranked by both G2 and Capterra/Gartner.

Job Description

Responsibilities:

• Grow and manage the regional customer support team (support engineers and solutions engineers)

• 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.

Qualifications

Required skills:

• 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, AmoCRM

• Ability to communicate effectively with senior executives.

• Ability to analyze and identify improvements in service systems.

• A computer science degree is a plus

Additional Information

What we offer: 

• 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