Duties & Responsibilities
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Lead the product support team in resolving customer issues and ensuring product satisfaction.
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Develop and implement support policies, procedures, and service standards.
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Analyze recurring technical issues and work with product teams for long-term solutions.
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Monitor support metrics and prepare reports on performance, ticket resolution, and customer feedback.
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Coordinate training for support staff on new products and updates.
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Act as a liaison between customers and engineering for complex product challenges.
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Manage escalations efficiently and provide timely resolutions.
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Oversee knowledge base content creation to assist customers in self-service.
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Continuously assess support tools and processes for improvement opportunities.
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Ensure support operations align with company goals and service-level agreements (SLAs).
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Participate in product planning meetings to represent customer experience perspectives.
Job Profile
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Bachelor’s degree in Computer Science, Business, or a related field.
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4–6 years of experience in technical support or product support roles, with 1–2 years in a leadership position.
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Strong problem-solving, team management, and communication skills.
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Experience with CRM and support ticketing systems.
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Customer-focused mindset with a strategic approach to issue resolution.