Head of Customer Support CIS

Open 18d

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.
Ability to analyze and identify improvements in service systems.
A computer science degree is a plus

What we offer:

See also