Manager Product Support

What You'll Do

The Manager, Technical Support leads a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. You will oversee the daily operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. The Manager, Technical Support will also help develop and implement strategies to improve support services and improve customer experience. You will report to the Director of Global Support.

What Your Responsibilities Will Be

Team Leadership:

• Oversee, mentor, hire and provide guidance to a team of technical support professionals
• Manage team of first line managers and lead
• Set performance goals, conduct regular performance evaluations, and provide constructive feedback
• Foster a positive and collaborative team environment to encourage productivity and innovation

Technical Support Operations:

• Oversee the technical support operations, ensuring resolution of customer issues and inquiries.
• 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 improvement areas and to improve and increase support KPI's and customer experience.
• Handle escalated customer issues, escalations 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 to all kinds of customers.
• Collaborate with product development, sales, and marketing teams to communicate customer feedback and contribute to product improvements.
• Work with the training department to ensure technical support staff is up-to-date with product knowledge.
• Participate in meetings to align support strategies with our goals
• Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery
• Prepare regular reports on goals and present findings to the senior management team
• Improve initiatives to enhance support processes, customer satisfaction, and team performance
• Stay updated with industry trends and best practices to implement support solutions

What You'll Need to be Successful

• You have 10+ years of experience with SaaS based product Support environment.
• 5+ years of experience managing different support channels like portal, chat, phone and Email
• 5+ years experience in support process engineering and improvement