Product Support Manager
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Job Summary
Owning the support experience for Dig One, the full-time Manager, Product Support will design and optimize support processes, manage knowledge resources, and collaborate with cross-functional teams to enhance customer satisfaction in a hybrid work environment.
Key responsibilities
- Design and implement support processes to improve customer experience and scale Dig One
- Manage the Help Center and AI agent knowledge, ensuring accurate and structured documentation
- Collaborate with Product and Tech teams to diagnose issues, log them in Jira, and inform product prioritization
Required qualifications
- 4+ years of relevant experience in customer support or customer experience
- University degree or post-graduate program in a relevant field such as Business or Communications
- Experience with process design and optimization, and knowledge management or help center ownership
- Familiarity with support platforms like Intercom, including configuration and reporting
- Experience collaborating with Product and Tech teams, particularly in diagnosing issues and using tools like Jira
Complete Job Description
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