Product Support Head (Products/Platforms)

Job Overview:

Product Support Head

strategic leadership role

Experience:

• 7+ years of experience in

  Product Support, Customer Success, or Technical Operations

  in SaaS or Enterprise Technology domains.
• Proven track record in building and leading

  support teams for AI, Cloud, products

  .
• Deep understanding of

  SaaS infrastructure, observability, and cloud-native environments

  (AWS/Azure/GCP).
• Experience managing

  enterprise SLAs

  and supporting mission-critical deployments.
• Excellent leadership, crisis management, and cross-functional collaboration skills.
• Strong analytical mindset and familiarity with

  support tools

  (Zendesk, Freshdesk, Jira, ServiceNow, etc.).
• Exposure to

  AI-assisted support

  , chatbots, or predictive support systems is a plus.
• Experience in customer lifecycle management, retention, and value realization strategies preferred.

Roles & Responsibilities:

• Lead the

  Product Support & Customer Success

  function across all Cloudangles products.
• Establish and manage

  multi-tier support processes (L1, L2, L3)

  ensuring rapid issue resolution.
• Design and enforce

  SLAs, escalation matrices, and root cause analysis (RCA)

  processes.
• Build a

  24x7 support framework

  for enterprise clients across geographies.
• Partner with product and engineering teams to identify recurring issues, product gaps, and improvement opportunities.
• Implement

  AI-driven support automation

  and self-service knowledge bases.
• Define and track

  support KPIs

  response time, resolution rate, CSAT, NPS, MTTR, and churn metrics.
• Mentor, hire, and grow a high-performing

  support and customer success team

  .
• Collaborate with

  Sales, Product, and Engineering

  to ensure alignment across customer lifecycles.
• Represent customer voice internally to drive roadmap and reliability decisions.

• Customer Success–focused Responsibilities:

• Drive customer onboarding, adoption, and value realization to ensure successful deployment and ROI.
• Develop customer success playbooks and QBR frameworks to strengthen relationships, engagement, and retention.
• Act as a strategic advisor to customers, identifying expansion, upsell, and renewal opportunities to maximize lifetime value.