Senior Support Manager

Do You Make the Cut?

The Director of Global Product Support is responsible for leading and managing the global support operations for our product portfolio. The Director will develop and execute strategies to improve support processes, manage a global support team, and collaborate with other departments to drive product improvements and innovation.

• Develop and implement a global support strategy that aligns with company goals and enhances customer satisfaction.
• Collaborate with product management, engineering, and other departments to address product issues and drive continuous improvement.
• Analyze support metrics and customer feedback to identify trends, issues, and opportunities for enhancement.
• Ensure the delivery of high-quality support services that meet or exceed customer expectations.
• Ensure support services are culturally and regionally appropriate for diverse global markets.
• Work closely with product development and engineering teams to provide feedback on product issues and feature requests.
• Stay updated on industry trends and emerging technologies to ensure the support function remains competitive and effective.

Requirements

Lead and manage the global product support team, including hiring, training, and performance management.

• Strong in technical skills building L3 level support system from scratch.
• Work with customers to troubleshoot and resolve complex software issues
• Would build the process for solving tickets on time
• Would strong in building the process who should have a know how to get proper NPS score, build response in time, set up our support template, meet the SlA’s and run the process.
• Develop Support Processes of 24/7 availability.
• Dashboards and analytics for Business Review.
• Incident Management.
• Develop SRE functions for service availability and SLA.
• Possess strong leadership qualities.
• Strong Communication skills.