Manager, Product Support

The Manager of Product Support will oversee the Product Support Specialists and Analysts in the Chennai office. This role is responsible for handling and resolving problem escalations, engaging as a Subject Matter Expert (SME) for various aspects of the product, and analyzing team performance and improvement opportunities. The Product Support Manager will work to drive engagement, discover ways to increase operational efficiencies, and act as a team mentor which includes guiding, challenging, and developing team members. This role reports to the Director of Product Support in the Chicago office and will help to coordinate and expand support efforts between the two offices.

Responsibilities

• Manage the Product Support Specialists and Analysts, directing the team and serving as a liaison to the Chicago office.
• Drive alignment and improvement across the team by identifying and analyzing trends and roadblocks and presenting recommendations to resolve.
• Provide oversight to the Analysts serving as a thought leader in data analysis and data validation.
• Partner with the development and product teams to resolve escalated technical issues.
• Monitor response metrics and recommend process improvement measure to drive efficiencies and effectiveness in responding to issues.
• Oversee daily business operations to ensure SLAs are exceeded.
• Facilitate strong, clear and effective communication across all stakeholders.
• Document recurring problems, drive root cause analysis, and champion problem resolution.

About you

• 2+ years of leadership experience in product/customer support and/or analysis
• Proven ability to troubleshoot complex issues and find resolutions
• Demonstrated technical knowledge --familiarity with cloud software and developer tools and are eager to learn new skills
• Comfortable with organizing and creating structure out of sometimes ambiguous problems
• Excellent verbal and written communication skills
• Analytical ability to work through large sets of data to analyze and find conclusions
• Advanced experience with Microsoft Excel
• Experience with R or other analytical tools preferred
• Knowledge of web services, APIs preferred
• Knowledge of common data formats such as JSON and XML preferred
• Experience in SaaS or other tech startups a plus