ElectroNeek
Head of Customer Support CIS
- Compensation
- Not disclosed
- Location
- Moskva, ru
- Work setup
- Remote
- Seniority
- C level
- Employment
- Not specified
- Experience
- 2+ years
- Category
- Support
- Posted
Skills
Must have
- 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
Full 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.
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.