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
Design, build, and own scalable systems for launch readiness, feedback: capture, triage, synthesis, and routing.
Coordinate product launches across internal User Operations teams and: external third party teams to ensure seamless execution and support readiness.
Develop and implement scalable feedback loops between support teams and: product/engineering teams, ensuring customer insights are integrated into product development and strategy.
Serve as the voice of the user, advocating for their needs and pain points in: product and engineering discussions.
Collaborate with cross-functional teams (e.g., Product, Engineering,: Marketing, and Operations) to align on product launch goals and timelines.
Lead efforts to document and standardize launch procedures, ensuring they are: easily repeatable and scalable as the product line grows.
What they're looking for
- Monitor post-launch performance, gathering data from support teams to: evaluate product impact and inform future improvements.
- Identify potential risks and challenges during product rollouts, proposing: solutions to mitigate disruptions to customer service.
- Regularly report on the performance of the feedback loop, including key: insights, trends, and actionable recommendations for the product roadmap.
- Have 8+ years of experience in product launch coordination, especially within: a customer support environment (internal and/or external).