Customer Support Manager

**Who we are**:
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.

**Position Summary**:
The Customer Support Manager is responsible for oversight and continuous improvement of the Customer Support operations.

**What will you do**:

- 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.

**What do you need**:
**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

**You will be the perfect fit if you are/have**:

- 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.

**If you join us, you will enjoy**:

- 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.

**About us**:
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.