Senior Manager, Product Support

The Senior Manager, Product Support will be Reporting to the Director of Global Support Operations and lead a team of support professionals to deliver exceptional technical assistance to customers. You will manage daily operations, optimizes support processes, and drive cross-functional collaboration to enhance customer satisfaction. Additionally, the Senior Manager will help shape and implement strategies including the use of AI and automation to improve support services and improve the overall customer experience

Team Leadership

• Lead a team of technical support professionals, including first-line managers and leads.
• Set performance goals, conduct evaluations, and foster a collaborative, high-performing team culture.

Technical Support Operations

• Oversee daily support operations to ensure effective issue resolution.
• Implement and optimize support processes to drive efficiency and meet SLA targets.
• Collaborate with global teams to improve KPIs and enhance the customer experience.
• Identify opportunities to leverage AI and automation for case deflection, faster resolutions, and improved customer outcomes.

Customer Interaction

• Manage escalations, providing expert guidance to resolve complex technical issues.
• Engage with customers to understand challenges, identify root causes, and deliver effective solutions.
• Communicate technical concepts clearly to both technical and non-technical stakeholders.

Cross-Functional Collaboration

• Partner with product, sales, marketing, and training teams to share insights and improve product and service delivery.
• Align support strategies with organizational goals through active participation in cross-functional initiatives.
• Collaborate with engineering and product teams to influence AI-driven tools and enhance self-service capabilities.

Performance and Reporting

• Analyze support metrics and customer feedback to identify trends and improvement opportunities.
• Deliver regular performance reports and insights to senior leadership.

Continuous Improvement

• Champion initiatives that improve support quality, efficiency, and customer satisfaction.
• Stay current with industry trends, particularly in AI-driven customer support technologies, to introduce innovative solutions and best practices.

• Bachelor's degree in a relevant technical field (e.g., Computer Science, Information Technology).
• 12+ years of experience building and scaling customer-facing, technically advanced support teams, with strong cross-functional collaboration.
• Exceptional leadership and team management skills, with the ability to motivate and inspire a technical support team.
• Proficient in CRM platforms (e.g., Salesforce, ServiceNow) and experienced in managing multi-channel support (chat, phone, email, portal).
• Experience with support process engineering and service improvement.
• Experience evaluating systems for positive end-to-end customer experience with the skill assessing the severity of customer issues complex technical problems and develop solutions.
• Proven experience applying AI, automation, or machine learning in customer support operations (e.g., case routing, chatbots, predictive analytics, self-service optimization).
• Strong knowledge of CRM and support ticketing systems.
• Flexibility to work in rotational night shifts (Work from office, 5 days a week).