от компании (организации): ElectroNeek в городе (населённом пункте): Москва, Россия
в отрасли экономики "Консультирование" → "Информационные технологии"
с заработной платой: по договоренности
Вакансия № 23066669 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Воскресенье, 28 июля 2024 года.
Дата обновления вакансии № 23066669 на сайте Работа в Москве и Московской области (МО, Подмосковье): Понедельник, 23 сентября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 23066669 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
более 6 лет
Тип занятости:
полная занятость
График работы:
удаленная работа
Дополнительные сведения о вакансии: Руководитель службы технической поддержки (Software)
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 220+ clients, and 160+ globally distributed employees.
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 CIS team and help us continue our rapid scaling.
Responsibilities:
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Grow and manage the regional customer support team (support engineers and solutions engineers)
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Team development (recruiting new team members)
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Manage the performance and support the career development of the team
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Monitor the application of support workflows in ZenDesk and help the team keep it in a good shape
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Customer escalations management
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Customers feedback processing and analysis
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Manage the interdepartmental interaction process (mainly with R&D, CSM and sales teams)
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Monitor and control the regional customer support team KPI
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Document and keep up-to-date the support workflows
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Control the implementation of the approved changes in ZenDesk and Jira
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Weekly and monthly reporting about team performance
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Work on continuous team performance improvement
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Implement upskilling programs for regional support teams
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Identify and report to the executive any obstacles to delivering consistently high levels of service.
Required skills:
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2+ years experience in customer support (L1 and L2) management role in a software development company
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8+ years of progressive experience in customer support
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Deep understanding of customer support processes and workflows in startup companies
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Experience hiring and managing high-performing, tech pre-sales and support teams
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Experience in hiring and interviewing candidates
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Experience working with R&D to translate customers voice and improve the product quality
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Experience working in close partnership with Customer Success and Sales to deliver a cohesive customer experience
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Experience with pre-sales engineering processes
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Strong analytical skills and processes-based approach in dealing with issues resolution
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Tech-savvy and eager to learn new technologies (you can lead a technical discussion with your team and with R&D representatives)
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Basic knowledge of JS or Python (or any other scripting and/or programming language) is an asset
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Readiness to jump to support tickets or other responsibilities if the need arises
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Previous experience with ZenDesk, Jira, Confluence
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Ability to communicate effectively with senior executives
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Ability to analyze and identify improvements in service systems
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A computer science degree is a plus
Soft skills:
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Enthusiasm for working in a high-profile, fast-paced startup culture
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Strong communication skills and ability to build relationships
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Responsible, responsive, proactive, willing to help, ready to resolve issues
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Responsible and self-motivated
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Ability to learn new technologies
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Ability to multitask and prioritize between competing activities
What we offer:
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You can work remotely from any place in the World
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Work in a fully remote team
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Weekdays from 10 AM to 7 PM MSK
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Stable salary, commissions
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Stock Option plan
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Days-off and vacations
Откликнуться на эту вакансию: Руководитель службы технической поддержки (Software)
Предыдущая вакансия:
Вакансия № 23066667 на должность Ассистент отдела аналитики и закупок от компании ООО Инвест МСК в городе (населенном пункте) Москва