Product Support Manager 24O25

The Product Support Manager plays a critical role in ensuring customer satisfaction and product functionality by overseeing the support and service elements of a company’s products. This position requires a balance of technical knowledge, customer service skills, and management capabilities to ensure customer issues are resolved efficiently and product standards are maintained. The Product Support Manager will be responsible for developing and implementing support strategies, leading a team of support specialists, and collaborating with other departments to optimize product performance. They will work closely with clients and the product development team to provide feedback, improve user experience, and maintain customer relationships. This position is crucial for enhancing customer loyalty, identifying areas for product improvement, and ultimately contributing to the company’s bottom line.

Responsibilities

• Lead and manage a team of product support specialists to ensure effective service delivery.
• Develop and implement support policies, procedures, and strategies to enhance customer satisfaction.
• Monitor and analyze support metrics to identify trends and areas for improvement.
• Handle escalated customer concerns with empathy and professionalism while ensuring resolution.
• Coordinate with the product development team to communicate customer feedback and product issues.
• Train and mentor support staff to enhance their technical skills and product knowledge.
• Maintain up-to-date knowledge of company products and features to provide accurate support.
• Conduct regular reviews and updates of support documentation and resources.
• Participate in product launch activities to ensure support readiness for new releases.
• Collaborate with sales and marketing teams to support customer acquisition and retention initiatives.
• Ensure compliance with company standards and industry regulations in all support activities.
• Prepare and present regular reports on support performance and customer satisfaction to senior management.

Requirements

• Bachelor’s degree in Business, IT, or a related field is preferred.
• At least 5 years of experience in product support or related roles is required.
• Strong leadership and team management skills in a dynamic environment.
• Excellent problem-solving skills with a focus on customer satisfaction.
• Technical proficiency with the ability to learn and explain complex product features.
• Outstanding communication and interpersonal skills for effective collaboration.
• Familiarity with CRM software and support ticketing systems is advantageous.