Product Support Manager (225-727)

The Product Support Manager plays a critical role in ensuring customer satisfaction and product functionality. This position involves overseeing a team that provides support and solutions to customers experiencing product issues. The role requires a combination of leadership skills, technical knowledge, and customer service expertise. The Product Support Manager is responsible for developing and implementing support strategies, managing customer expectations, and working closely with other departments to ensure that products meet customer needs. Effective communication skills are essential, as the manager must navigate customer concerns, provide timely solutions, and ensure that all team members are aligned with the company’s support objectives. The position demands a proactive approach to problem-solving and a commitment to exceeding customer expectations, all while maintaining the company's standards and practices.

Responsibilities

• Lead a team of support specialists to provide customer-centric service solutions.
• Develop and optimize processes to improve the overall customer service experience.
• Monitor team performance and provide coaching to enhance service delivery.
• Collaborate with product development teams to address customer feedback.
• Establish and maintain customer service policies that meet organizational goals.
• Ensure timely and effective resolution of customer inquiries and issues.
• Analyze support metrics to identify trends and drive improvements.
• Provide senior management with regular reports on support team performance.
• Coordinate training programs to enhance team skills and product knowledge.
• Manage escalated cases and engage with key customers to resolve conflicts.
• Implement customer feedback mechanisms to improve product support strategies.
• Ensure compliance with company policies, legal, and regulatory requirements.

Requirements

• Bachelor’s degree in Business Administration, IT, or related field required.
• Minimum of five years of experience in a product support role.
• Strong leadership skills with experience managing cross-functional teams.
• Excellent customer service skills and a customer-focused mindset.
• Proficient in customer support software and management tools.
• Exceptional problem-solving skills with a proactive approach to challenges.
• Demonstrated ability to manage multiple projects under tight deadlines.
• Outstanding written and verbal communication skills are essential.
• Ability to analyze data and develop actionable insights from metrics.
• Experience in the technology or related industry is highly preferable.