This role will report to the Senior Director of Customer Experience & Product Support.
Why is this role so important ?
Our Product Support Team is the first touchpoint for our paying customers and free users seeking assistance with suite of products. They also play a key role in providing internal support to employees who have questions or experience issues with our products. The Director of Product Support is instrumental in leading the team to provide outstanding service, with the objective to achieve not only high customer satisfaction and swift resolution times but also a commitment to continuous improvement and consistently aiming to delight our customers.
The Director of Product Support forges robust partnerships with our Product, Education, Product Management, and CX teams, proactively presenting innovative ideas for product enhancements. These suggestions aim to enhance the overall customer experience and strategically minimize recurring tickets.
The Director of Product Support oversees the Tier 1 Product Support Team Manager and directly manages the Tier 2 Support Team, ensuring cohesive and efficient operations across all support levels.
So, what will you be doing all day?
Your role as part of the Product Support team means your daily responsibilities may include:
Develop and implement the overall vision and strategy for the Product Support department to ensure alignment with company goals.
Build, mentor, and manage a high-performing product support team, including hiring, training, and professional development.
Monitor and analyze support metrics and KPIs to continuously improve service quality and efficiency.
Identify opportunities for process improvements and implement best practices in support operations, in collaboration with our Operations and Information Systems teams.
Knowledge Base Management: Maintain and expand the Support team’s knowledge base. Collaborate with the Education team to ensure customers have access to essential educational materials.
Work closely with R&D, GTM, Product, and Marketing teams to ensure seamless customer experiences and collaborative escalation paths for Tier 2.
Evaluate, implement, and manage support tools and technologies to enhance support operations and customer experiences.
Prepare and present regular reports on team performance, KPIs, and trends to senior management.
Minimum of 7 years of experience in customer support or technical support roles, with at least 5 years in a leadership or managerial position, including managing managers.. Experience in industries such as Cloud Services, SaaS Enterprise products, or B2B software is preferred.
Has proven experience in recruiting and training support specialists, demonstrating an ability to build and develop high-performing teams.
Has native-level English proficiency with exceptional written and verbal communication skills.
Has experience with a support ticketing system (Zendesk is a plus), with a strong understanding of how to effectively utilize and navigate these systems, experience in leveraging reporting and analytics, and implementing improvements.
Excellent project management skills with the ability to manage multiple priorities and projects simultaneously.
Has a track record in creating and optimizing support processes, as well as collaborating with cross-functional teams.
Experience in developing and implementing support strategies and policies.
Can demonstrate adaptability, flexibility, and readiness to thrive in a fast-paced, constantly changing environment.
