Manager Product Support

Role Overview: As the Manager, Technical Support at the company, your primary responsibility is to lead a team of technical support professionals to provide high-quality technical assistance to customers. You will oversee the daily operations of the technical support department, implement efficient support processes, and collaborate with cross-functional teams to enhance customer satisfaction. Reporting to the Director of Global Support, you will also play a crucial role in developing and implementing strategies to improve support services and enhance the overall customer experience. Key Responsibilities: - Oversee, mentor, hire, and provide guidance to a team of technical support professionals - Manage a team of first-line managers and lead them effectively - Set performance goals, conduct regular performance evaluations, and offer constructive feedback to team members - Foster a positive and collaborative team environment to boost productivity and foster innovation - Ensure resolution of customer issues and inquiries by overseeing technical support operations - Develop and implement support processes to increase efficiency and enhance customer satisfaction - Monitor support ticket queues and allocate resources to meet service level agreements (SLAs) - Identify areas for improvement to enhance support KPIs and customer experience - Handle escalated customer issues, providing expert technical assistance and ensuring swift resolution - Collaborate with customers to understand their technical challenges, identify root causes, and provide comprehensive solutions - Communicate technical information effectively to customers of varying technical backgrounds - Work closely with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements - Collaborate with the training department to ensure technical support staff is knowledgeable about the product - Analyze support metrics and customer feedback to identify trends, areas for improvement, and opportunities for enhanced service delivery - Prepare regular reports on goals and present findings to the senior management team - Implement initiatives to enhance support processes, customer satisfaction, and team performance - Stay updated with industry trends and best practices to implement effective support solutions Qualifications Required: - 10+ years of experience in a SaaS-based product support environment - 5+ years of experience managing various support channels like portal, chat, phone, and email - 5+ years of experience in support process engineering and improvement (Note: The additional details section is omitted as it was not provided in the job description),