The opportunity
The Product Support Manager will be responsible for leading a team of Product Support Specialists in Hyderabad. You will collaborate closely with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to ensure cohesive product support operations across the global team.
What you'll do
Collaborate closely with the Hyderabad Site Lead, regional Heads of Support,: and User Operations leadership to ensure cohesive Product Support operations across the global organization.
This role will support the growth and maturity of product support programs by: identifying areas of improvement, partnering with Product and Engineering teams to refine support processes, policies, and tooling, and serving as one of the drivers of product support excellence within Customer Experience (CX).
Manage executive-level product escalations end-to-end, including stakeholder: communication, customer updates, and coordination with global product and engineering teams to drive timely and effective resolution.
The successful candidate should have deep product support expertise, strong: experience driving process improvements, and a proven ability to collaborate cross-functionally, along with experience managing and developing high-performing teams of product support specialists across multiple levels.
Analyze data regularly and drive continuous improvement.
Maintain and report on KPIs and provide ad hoc reporting as necessary.
What they're looking for
- Proactively identify areas for improvement and own the implementation of: necessary changes to CX support processes. Own, coordinate and ship process improvements in collaboration with the User Ops, and influence on behalf of CX for cross-functionally owned processes and tools.
- Participate in the global on-call rotation to cover incidents.
- + years of work experience in Product support team of a software company.
- + years of work experience in leading and managing a Product support team.
