Head of Customer Support

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ElectroNeek

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 $20M Series A - ElectroNeek on 2021-05

Artificial Intelligence • SaaS • B2B

ElectroNeek is an AI-powered automation platform that provides no-code RPA and autonomous AI agents for business process automation. The platform combines desktop and SaaS integrations, workflow orchestration, document intelligence (extraction, classification, and validation), and hundreds of pre-trained models to automate finance, HR, sales, IT ops, customer support, and product workflows. ElectroNeek supports on-premise and cloud bot execution, offers a partner/reseller program, and emphasizes security, compliance, and rapid deployment with 150+ integrations and high-volume workflow runs.

📋 Description

• 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

🎯 Requirements

• 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 • 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

🏖️ Benefits

• 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