Product Support Manager

Product Support Manager

About the Role

We are seeking an experienced and highly motivated Product Support Manager to lead our product support team. This role is crucial in ensuring our partners receive timely, effective, and high-quality support, contributing directly to their satisfaction and success. You will be responsible for developing and implementing support processes, managing team performance, and collaborating with cross-functional teams to drive continuous product improvement.

Key Responsibilities:

• Manage and lead the product support team to provide timely and effective resolution of Partner issues.
• Develop and implement support processes and best practices to enhance partner experience.
• Oversee ticketing systems and workflows to ensure efficient handling of user requests and incidents.
• Monitor and improve key support metrics (e.g., response time, resolution rate, Partner satisfaction) and prepare regular performance reports.
• Collaborate closely with product management, engineering, and QA teams to identify, Prioritise and resolve product issues.
• Provide feedback and insights from Partner interactions to guide product improvements and feature enhancements.
• Train and mentor support agents, ensuring they have the knowledge and skills required for high-quality support.
• Handle escalated cases, ensuring complex problems are resolved swiftly and satisfactorily.
• Coordinate communication with users regarding product updates, outages, and maintenance activities.
• Support launch and rollout of new product features by preparing support documentation and training materials in collaboration with stakeholders.
• Drive conversations with the engineering team to reduce bug volume and enhance partner satisfaction.

Required Skills and Qualifications:

• Proven experience managing a product or technical support team.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with a focus on data-driven decision-making (Good at writing the query in SQL).
• Advanced proficiency in Microsoft Excel for data analysis, reporting, and tracking.
• Ability to collaborate effectively with cross-functional teams.
• Partner-focused attitude and problem-solving skills.