The opportunity
The Support team is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.
What you'll do
Lead a team coordinating product launches across internal and external teams,: ensuring seamless execution and support readiness.
Set the team’s strategy and priorities, translate them into clear goals and: quality standards, and allocate capacity to deliver against them.
Build a high-performing team through ongoing coaching, feedback, development, and performance management.
Build out a Voice of the User program with scalable feedback loops between: support, Product, and Engineering pre and post launch, so customer insights inform product development and strategy.
Advocate for users by representing their needs and pain points in product and engineering discussions.
Partner with Product, Engineering, Marketing, and Operations to align on launch goals and timelines.
What they're looking for
- Monitor post-launch performance and gather support data to assess product impact and inform improvements.
- Document and standardize launch procedures to make them repeatable and scalable.
- Identify launch risks and propose solutions that minimize disruption to customers.
- Report on feedback-loop performance, including key insights, trends, and: recommendations for the product roadmap.
