ElectroNeek - Head - Customer Support

Head - Customer Support INDIA

About ElectroNeek

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.

Our explosive growth has opened up a host of new opportunities; we are presently seeking a Head of Customer Support to lead our team in India and help us continue our rapid scaling.

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, Salesforce

- Ability to communicate effectively with senior executives.

- Ability to analyze and identify improvements in service systems.

- A computer science degree is a plus

Soft skills:

- Enthusiasm for working in a high-profile, fast-paced startup culture.

- Strong communication skills and ability to build relationships

- Responsible, responsive, proactive, willing to help, ready to resolve issues.

- Responsible and self-motivated

- Ability to learn new technologies

- Ability to multitask and prioritize between competing activities

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 IST

- Stable salary, commissions

- Stock Option plan

- Days-off and vacations

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