ZELP on cord

ZELP

Customer Support Manager

External position
London, UK
Hiring internally for ZELP?
Machine Learning and AI · AgriTech · Sustainability
We’re an agricultural technology company on a mission to help create a sustainable future for agriculture.
Active
over 6 months ago
Posted
a month ago
Checked
cord regularly checks that external positions are still open
2 hours ago

Skills & Experience

Job roles: CSM/Account Manager
Experience level: Senior, Lead
Core skills considered: Account Management, CRM, Customer support, Customer service, Escalations handling
Other skills considered: Stakeholder Management, Communication software, Customer feedback management, Process management, Building Teams

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: On-site
Visa sponsorship: Not available

Job Description

This is a hands-on role responsible for making sure ZELP customers can successfully use ZELP Sense and get rapid, effective support when things go wrong.

You will own the customer support experience from onboarding through to ongoing use and end-of-life, including troubleshooting hardware, software, connectivity and data issues.

Initially, you will be close to the detail: answering difficult customer questions, diagnosing problems and working directly with customers and the ZELP engineering team. As our customer base grows, you will build the processes, tools, knowledge base and team needed to provide consistently excellent support at scale.

You will be the voice of the customer inside ZELP, identifying recurring issues and feeding them back into Product, Engineering, Manufacturing and Operations.

This is particularly important for ZELP because our product operates in a challenging environment: on animals, on farms, with connectivity and hardware reliability challenges that don't exist in a conventional software product.

This is unlikely to be a purely office-based role, and as the team grows it may include field support engineers, customer-facing onboarding/training, and the potential for global travel.


Main Responsibilities


Customer onboarding & deployment

  • Own the customer support process from initial deployment through to successful ongoing operation.
  • Help customers understand how to install, configure and use ZELP Sense and associated equipment.
  • Develop onboarding materials, guides, FAQs and troubleshooting resources.
  • Support customers during field deployments and initial data collection.
  • Identify common onboarding problems and continuously improve the process.
  • Work closely with Commercial teams to ensure customers are properly supported to achieve their goals

Day-to-day customer support

  • Manage the customer support function day-to-day to ensure customers receive excellent service
  • Establish and own the customer support inbox/ticketing system and ensure issues are triaged and resolved promptly.
  • Provide first-line and second-line technical support for ZELP Sense.
  • Diagnose issues involving:
  • device hardware
  • sensors
  • battery and charging
  • connectivity
  • software and firmware
  • data quality
  • device configuration
  • installation and use in the field.
  • Decide when an issue can be resolved through customer support and when it needs to be escalated to Engineering, Manufacturing or Quality.
  • Maintain clear communication with customers throughout the resolution process.
  • Ensure customer issues are properly documented and tracked through to closure.

Build the support function

As ZELP scales, you will establish the systems and processes required to support hundreds and eventually thousands of deployed devices. This will include:

  • Selecting and implementing appropriate customer-support/ticketing tools.
  • Establishing ticket categories, priorities and escalation processes.
  • Defining SLAs and customer response targets.
  • Building a searchable knowledge base.
  • Creating standard troubleshooting procedures.
  • Developing customer-facing installation and maintenance documentation.
  • Establishing processes for managing returns, replacements and repairs.
  • Creating processes for handling spares, repairs, returns, recalls and takeback, working with the supply chain team
  • Establishing customer-support KPIs and reporting.

Customer issue & product feedback

  • You will create a systematic mechanism for turning support interactions into product improvements.
  • Identify recurring customer issues and failure modes.
  • Analyse support data to identify trends.
  • Produce regular reports on major customer problems.
  • Work with Engineering to prioritise fixes.
  • Provide customer feedback into product development.
  • Identify opportunities to improve product usability and reliability.
  • Ensure known issues have appropriate customer-facing workarounds and documentation.

Hardware returns & field failures

  • Because ZELP Sense is a physical product deployed in the field, you will also play an important role in managing hardware failures and the rest of the product lifecycle.
  • Establish a returns and takeback process to enable recycling of consumable parts.
  • Diagnose returned units and coordinated investigation with Quality and Engineering.
  • Track failure rates and failure modes.
  • Determine when devices should be repaired, replaced or returned to the customer.
  • Establish processes for replacement devices and spare parts.
  • Feed field failure data into the product quality and reliability process.

Team leadership

  • Initially this will be a hands-on individual contributor/manager role. As the customer base grows, you will grow and manage the customer support team.
  • Recruit and train further support staff.
  • Establish training and competency requirements.
  • Develop support playbooks and escalation procedures.
  • Monitor team performance and customer satisfaction.
  • Build a culture of ownership and excellent customer service.

Requirements


Required

  • Significant experience (10+ years) managing customer support for a technical product, ideally hardware, electronics, IoT, scientific equipment or industrial technology.
  • Experience running a customer support team
  • Experience building or scaling a customer support function.
  • Experience with field-deployed products and/or field-service teams
  • Strong troubleshooting and analytical skills.
  • Excellent written and verbal communication.
  • The ability to explain technical problems clearly to customers who may not be technically specialised.
  • Experience with CRM/customer-support platforms and ticketing systems.
  • Strong organisational skills and attention to detail.
  • Experience establishing SLAs, escalation processes and support KPIs.
  • Experience managing customer returns, repairs or replacement processes.
  • The confidence to work directly with engineers and challenge them constructively when customer problems aren't being resolved.

Nice to have / advantages

  • Experience in newly developed hardware, electronics, manufacturing, or IoT products.
  • Experience in the agriculture industry, or the food supply chain
  • Experience in a start-up environment

Company Benefits


Customer Support Manager at ZELP
Position posted a month ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
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