Senior Product Support Specialist

Sr Product Specialist- POD Team.

Experience:

Salary :

Preferred Notice Period

Shift

Opportunity Type:

Placement Type:

(*Note: This is a requirement for one of Uplers' Clients)

Must have skills required :

Technical Support AND Customer Service AND Root Cause Analysis

MoveInSync (One of Uplers' Clients) is Looking for:

Sr Product Specialist- POD Team who is passionate about their work, eager to learn and grow, and who is committed to delivering exceptional results. If you are a team player, with a positive attitude and a desire to make a difference, then we want to hear from you.

Role Overview Description

Sr Product Specialist- POD Team.

This is not a Product manager role, Its a Product Support Role.

Desktop support and system support profiles will be rejected. Need experience in product support in finding RCA and Product Specialist, Technical Support, Product Operations or client facing role.

About MoveInSync

MoveInSync is a market leader in employee transportation and mobility solutions. We work with Fortune 500 customers to ensure employee commute is made reliable, safe, and secure. Our POD Team serves as a critical interface between Technology, Product, and Business teams, ensuring strategic alignment and efficient problem resolution.

Role Overview

As a Senior Product Specialist, you will be a key leader within the POD Team, responsible for owning and resolving the most complex customer escalations while driving strategic improvements in our products and processes. You will act as a subject matter expert and a mentor to junior team members. This role is a unique opportunity to operate at the intersection of technology, product, and business, directly influencing customer experience and product strategy.

Key Responsibilities

Advanced Issue Resolution & Ownership:

Own and resolve high-priority, complex customer escalations, serving as the final point of contact for challenging issues.

Perform deep-dive root cause analysis (RCA) and collaborate with engineering teams to implement permanent solutions.

Strategic Process Improvement:

Proactively identify, design, and lead initiatives to optimize internal processes and enhance product functionality.

Spearhead the implementation and refinement of an AI-powered support bot to automate responses to common queries and reduce support noise.

Develop and maintain a comprehensive knowledge base, creating standardized documentation and training materials for internal teams and customers.

Cross-Functional Leadership:

Lead collaborative efforts with Technology, Product, and Business teams to address systemic issues and drive product enhancements based on customer feedback.

Serve as the voice of the customer in product development discussions, ensuring their needs are prioritized in the roadmap.

Data Analysis & Strategic Insights:

Define, track, and analyze key performance indicators (KPIs) related to customer support and product stability.

Translate data-driven insights into actionable recommendations for the product and leadership teams to improve the overall customer experience.

Mentorship & Team Enablement:

Mentor and guide junior Product Specialists, fostering a culture of continuous learning and excellence within the team.

Act as a go-to expert for product knowledge and best practices.

Stakeholder Management:

Build and maintain strong relationships with key stakeholders at customer organizations, ensuring their long-term success and satisfaction.

Manage communication during critical incidents, providing clear, timely, and confident updates to all relevant parties.

What We're Looking For

Experience: 2-5 years of experience in a Product Specialist, Technical Support, Product Operations, or a similar client-facing role, preferably in a B2B SaaS environment.

Problem-Solver: A natural and persistent problem-solver with a strong analytical mindset and exceptional attention to detail.

Technical Acumen: Comfortable digging into technical issues and communicating effectively with both technical and non-technical audiences. Experience with tools like JIRA, and a basic understanding of API workings.

Leadership Qualities: Proven ability to take ownership, manage priorities, and influence cross-functional teams without direct authority.

Communication Skills: Excellent written and verbal communication skills, with an ability to articulate complex concepts clearly and concisely.

Customer-Centric: A genuine passion for understanding and solving customer problems.

Education: Bachelors degree in Engineering or Master's in Business.

How to apply for this opportunity:

Easy 3-Step Process:

1. Click On Apply! And Register or log in on our portal

2. Upload updated Resume & Complete the Screening Form

3. Increase your chances to get shortlisted & meet the client for the Interview!

About Our Client:

At MoveInSync, we are dedicated to solving the challenge of delivering reliable, secure, and sustainable commuting solutions. MoveInSync is the world’s largest employee commute platform, with over 300 clients, including 86 Fortune 500 companies across 37 countries. Headquartered in Bangalore, India, MoveInSync has been a pioneer in the commuting space since 2009, offering reliable, safe, and sustainable solutions for enterprises. MoveInSync has won multiple awards over the years, including G2 Best India Software Companies for 2023, Mint W3 Future of Work Disruptor 2021, and Entrepreneur India Magazine’s Entrepreneur of the Year in Service Business (SaaS & IT Services) in 2019. MoveInSync One is an end-to-end employee commute solution for enterprises. With a fleet of over 5200 vehicles, including over 500 EVs, coupled with technology and operations prowess, MoveInSync One offers a better way to run transport operations. MoveInSync Ion is a SaaS solution that automates employee office commute, thereby identifying and mitigating risks, empowers ESG compliance, and increases employee satisfaction. Ion helps organizations run cabs and EVs from employee homes to offices, shuttles along fixed routes, as well as cabs for business travel. MoveInSync highly values diversity and is committed to nurturing an inclusive workplace. Explore exciting career opportunities at MoveInSync by visiting moveinsync.com/careers.

About Uplers:

Our goal is to make hiring and getting hired reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant product and engineering job opportunities and progress in their career.

(Note: There are many more opportunities apart from this on the portal.)

So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!