Product Support Manager

Job Summary

A company is looking for a Product Support Manager to lead a team of support specialists and enhance customer engagement.

Key Responsibilities

• Hire, onboard, and mentor the product support team while optimizing team capacity
• Ensure the team meets monthly support performance metrics, including first contact resolution and CSAT
• Optimize support systems and collaborate with engineering and product teams to improve customer interactions

Required Qualifications

• Proven leadership experience managing teams in fast-paced environments, particularly in early-stage companies
• Technical background with the ability to understand and resolve product-related issues
• Strong customer focus with a track record of delivering exceptional service
• Experience with support operations tooling is a plus
• Data analysis and reporting skills are advantageous