[Hiring] Product Support Manager @Simple Staffing

Role Description

As a Manager of Product Support, you will lead our Product Support department with the goal of driving successful outcomes and long-term customer satisfaction. As an empathetic and dynamic leader, you will combine business acumen, executive presence, and leadership skills with a pursuit of quality and delivery excellence. You know what it takes to provide world-class customer support, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including response times, CSAT, NPS, and renewal rates).

• Maintaining best in class SLA’s for customer support communication channels, including phone, chat, and email.
• Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance.
• Driving operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score), and with fewer resources.
• Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships.
• Gathering results, analysis, quality control metrics, client feedback, questions, audit results, and other forms of output in order to monitor, manage, and implement additional training and support services as required to ensure the highest quality of services to the customer.
• Working collaboratively with internal stakeholders such as product, sales, and other departments, along with external partners, to build customer success programs for new product offerings.
• Partnering cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget.
• Leading collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved.

Qualifications

• 3+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment.
• Expertise in customer service operations, processes, and infrastructure in support.
• Experience in addressing customer needs by leveraging AI tools.
• Ability to gain a deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction.
• Experience successfully recruiting, building, training, and promoting world-class teammates.
• Excellent collaboration skills and team focus.
• Zendesk experience is a plus.