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 the vendor.

Role Description:

We are presently seeking a Regional Support Manager to lead our Latin America team and help us continue our rapid scaling.

As a Regional Support Manager, you will focus on building and leading a high-performing team of engineers. You will be responsible 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 and will be working remotely from anywhere in the world.

Responsibilities:

• Grow and manage the 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 compliance with 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 the R&D and Product Team, as well CSM and Sales teams);
• Monitor and control the 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.

Conditions:

• You can work remotely from any place in the World
• Work in a fully remote team
• Weekdays from 10 AM to 7 PM EST
• Stable salary, bonuses
• Stock Option plan
• Days-off and vacations

• 3+ years experience in a management role in a software development company
• 8+ years of progressive experience in customer support
• Deep understanding of processes and workflows in startup companies
• Experience hiring and managing high-performing, tech pre-sales and teams
• Experience in hiring and interviewing candidates
• Experience working with R&D to translate s voice and improve the product quality
• Experience working in close partnership with Success and Sales to deliver a cohesive 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 tickets or other responsibilities if the need arises
• Previous experience with ZenDesk, Jira, Confluence, CRM systems (Salesforce mainly)
• Fluent English
• 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