ElectroNeek – Head – Customer Support (8-15 yrs)

Head – Customer Support INDIA

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 200+ clients, and 50+ globally distributed employees. Founded by pioneers in the RPA space, with deep experience in the domain, we’re backed by market-leading investors, including 645 Ventures and SOMA Capital.

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 team in India and help us continue our rapid scaling.


– 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, Salesforce

– 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

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 IST

– Stable salary, commissions

– Stock Option plan

– Days-off and vacations


Anywhere in India/Multiple Locations

Contact us

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