(Remote Work) Regional Customer Support Manager – ElectroNeek

JOB EXPIRED: See Other REMOTE JOBS

Job Overview:

  • Company Website: https://electroneek.com/
  • Remote Locations: EMEA
  • Job Type: Full Time

We are ElectroNeek

ElectroNeek empowers IT Service Providers to bring complex Hyperautomation technologies to 200M+ small and medium-size clients with no-code tools, partner-centric support and disruptive business models. With customers ranging from boutiques and newcomers in the automation-as-a-service industry to established market players like Xerox, Compasso and Ricoh, ElectroNeek provides best-in-class services including ultimate GTM support by vendor.

Role Description: 

ElectroNeek is looking for a Regional Customer Support Manager to lead the customer support team in EMEA region.

As a Regional Customer Support Manager you will play a key role in defining how ElectroNeek support is delivered to our customers. You will focus on building and leading a high performing team of engineers for ensuring our teams provide a positive support experience, which includes being responsive to ElectroNeek’s customers and effectively partnering with our stakeholders.

This role reports to the VP of Customer Support, will be working remotely from anywhere in the world and comfortable managing teams in the Central European Timezone. #LI-remote

Job 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.

Job Requirements:

  • Advanced spoken and written English is a must (C1-C2 level);
  • German, French, Italian or Spanish is a big advantage;
  • 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 in 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
  • 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)
  • Readiness to jump to support tickets or other responsibilities if the need arises
  • Previous experience with ZenDesk, Jira, Confluence
  • 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

Benefits:

  • You can work remotely from any place;
  • Weekdays from 10 AM to 7 PM Israel Time (ISST);
  • Stable salary, commissions;
  • Stock Option plan;
  • Days off and vacations.

How To Apply:

Click “Apply” to fill in the application form!

More Information

  • This job has expired!

Our Location: 200, Yuhyeon-ro, Gimpo-si, Gyeonggi-do, South Korea

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