Customer Support Manager

Neuroelectrics is a creative, high-tech company offering the best-in-class non-invasive and high-definition electrical brain stimulation technology for personalized neuromodulation. By measuring and modifying brain function, we aim to restore brain health, minimize disabilities and create a better life for patients.
We are looking for new members of our team who already live by our shared values and are inspired by our company's Vision. Accelerate the evolution of brain science and technology by delivering advanced solutions to help end patients suffering from brain pathologies; and our Mission. Revolutionize the understanding of the brain through new personalized neuromodulation therapies, anywhere and at any time.The Customer Support Manager is responsible for oversight and continuous improvement of the Customer Support operations.

• Work closely with management to define and plan projects and programs within the Technical Support area to achieve organizational objectives.

• Ensure customer support teams have adequate resources, tools, expertise, and training to carry out their responsibilities effectively.

• Define and implement technical and quality standards, best practices, and performance goals by developing and refining processes and procedures.

• Collaborate with stakeholders across Customer Support and other departments, as well as management, to identify and address issues and gaps in customer support operations.

• Provide coaching, mentoring, and development opportunities to customer support engineers to foster a culture of creativity, high service quality, and continuous improvement.

• Actively participate in problem-solving initiatives related to customer support operations, working to streamline processes and enhance customer satisfaction.

• Oversee the generation of reports and analysis on customer support metrics, providing insights for strategic decision-making.

• Drive continuous improvement initiatives within the customer support department, identifying areas for enhancement and implementing solutions.

• Attends events and travels to customer sites as necessary

• Performs Technical Support tasks.

• Performs other duties as assigned.

Required:

• Bachelor’s degree in biomedical engineering, computer science, information technology, or related field

• Proven experience in customer support leadership roles, with a track record of improving processes and achieving customer satisfaction goals.

• Knowledge of CRM software and customer support tools.

• Advanced English both written and oral 

• Willingness to travel and work overtime and weekends as required

Valuable:

• MSc in Quality and Operations Management

• MSc in Business Administration

• Passionate about making a difference, gifted with a can-do attitude.

• Reliable, Responsible, and Respectful.

• Good communication and presentation skills.

• Ability to adapt and work effectively within a rapidly changing and growing environment.

• Entrepreneurial spirit with the hunger to succeed; act with a founder’s mindset: have urgency, grit, be adaptable to change, and push boundaries.

• Analytical mindset with the ability to interpret data and make informed decisions.

• Demonstrated leadership skills, including coaching, mentoring, and team development.

• Team player, collaborative, innovative, get things done.

• Show initiative in setting and meeting goals within an environment of managed change.

• Ability to work under pressure, responsible for multiple vital tasks in parallel.

• Commitment to quality. 

• Competitive salary in the sector (according to your experience/skills)
• 26 vacation days per year + 24th and 31th of December
• Fully stocked kitchen (Coffee, organic fruits, snacks, and beverages)
• Flexible working hours
• Hybrid work
• Private Health insurance
• Professional development and collaborative environment
• Incredible office in Barcelona in Av. Tibidabo
• Team Building events.