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6 Gameopedia Jobs

Director of Product Support

Gameopedia AS

based on 20 Reviews

10-15 years

Hyderabad / Secunderabad

1 vacancy

Director of Product Support

Gameopedia

posted 6d ago

Flexible timing

Key skills for the job

+ 3 more

Develop and execute a comprehensive support strategy that aligns with company goals and enhances customer experience.

Establish and track key performance indicators (KPIs) that link customer support efforts with revenue generation and business growth.
Lead the transition from a reactive support model to a proactive, customer-centric approach that delights customers and drives loyalty.

Operational Excellence:

Oversee day-to-day operations of the product support team, ensuring timely and high-quality resolution of customer issues across multiple channels (email, phone, live chat, social media, in-app).
Implement and optimize support processes, tools, and technologies to improve efficiency and scalability.
Lead the integration of automation and AI-driven solutions to streamline support workflows, reduce response times, and provide personalized customer interactions.
Develop a robust knowledge base and self-service resources to empower customers and reduce ticket volume.

Team Development and Management:

Recruit, mentor, and retain top talent to build a high-performing, diverse support team.
Foster a culture of continuous learning and development through training programs and career development paths.
Implement specialized roles within the team (e.g., automation specialists, knowledge base management, technical support) to address evolving business needs.

Customer Advocacy and Feedback Integration:

Act as the voice of the customer within the organization, advocating for their needs and expectations.
Establish feedback loops with product, engineering, and marketing teams to ensure customer insights drive product improvements and innovation.
Handle escalations and crisis management with professionalism and empathy, protecting the company s reputation.

Cross-Functional Collaboration:

Partner closely with sales, product, and marketing teams to ensure a cohesive and seamless customer journey.
Develop strategies to support the launch of new products and features, including training for the support team and customer education initiatives.

Global Support Management:

Design and implement a global support structure that provides 24/7 assistance, taking into account regional nuances and language capabilities.
Ensure compliance with international data privacy and security regulations, such as GDPR and CCPA.

Qualifications

Experience : 10+ years, with at least 3 years in a leadership role managing a product support function.
Track Record : Proven experience in product companies building and scaling B2B support teams with a strong customer focus. B2C experience is a plus.
Technical Proficiency : Strong understanding of support technologies, CRM systems, and best practices for multichannel support.
Data-Driven : Experience in setting and analyzing support metrics (e.g., CSAT, NPS, first response time, resolution rates) to drive continuous improvement.
Communication Skills : Exceptional verbal and written communication skills, with the ability to articulate complex concepts in a clear and compelling manner.
Customer-Centric Mindset : Passionate about delivering exceptional customer experiences and embedding this mindset within the team.
Hands-On Leadership : Willingness to get involved at all levels to ensure team success and customer satisfaction.
Global Perspective : Experience managing global support teams and understanding the unique challenges of international support.