Head of Customer Support CIS

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:

• 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