Product Support Manager (225-903)

As a Product Support Manager, you will play a critical role in ensuring customer satisfaction and enhancing the company's brand loyalty. You will lead a team of support specialists to provide exemplary service and resolve complex product-related issues. Collaborating with various departments, you will strive to understand and foresee customer needs, manage support escalations, and track performance metrics to improve service levels. Your ability to troubleshoot effectively while maintaining a positive attitude will contribute to cultivating a customer-centric culture. This role requires you to possess strong leadership skills, a deep understanding of the product, and the ability to communicate technical concepts clearly to a non-technical audience.

Responsibilities

• Lead and manage a team of support specialists to ensure customer satisfaction.
• Develop and implement effective customer support strategies and procedures.
• Collaborate with product development teams to understand product features and updates.
• Monitor and evaluate support team performance and provide training as necessary.
• Handle and resolve complex customer service issues and escalations.
• Implement tools and systems to capture and analyze customer feedback and support metrics.
• Ensure adherence to service level agreements and improve response times.
• Communicate effectively with customers to understand and address their needs.
• Maintain up-to-date knowledge of industry trends and customer expectations.
• Prepare and present regular reports on product support activities and improvements.
• Coordinate with other departments to ensure a seamless customer experience.
• Proactively identify opportunities to enhance product performance and user satisfaction.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or related field.
• Minimum of 5 years of experience in customer support or product management roles.
• Proven leadership skills with experience in managing a customer support team.
• Exceptional problem-solving and troubleshooting skills are essential for this role.
• Excellent written and verbal communication skills with a customer-centric approach.
• Ability to interpret and analyze product data to make informed decisions.
• Familiarity with CRM software and customer support tools is a plus.