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Engaged Employer

Leena AI

Compare

3.2

based on 104 Reviews

28 Leena AI Jobs

Director - Product Support

Leena AI

3.2

based on 104 Reviews

7-10 years

Gurgaon / Gurugram

1 vacancy

Director - Product Support

Leena AI

posted 4d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Support Recruitment Air Ticketing CRM Customer Experience Management Product Support

+ 3 more

Job Description

Role Overview: The Lead of Product Support will be responsible for leading and managing the product support function, ensuring that our enterprise clients receive exceptional service and support throughout their customer journey. This role involves strategic oversight, team management, and the implementation of best practices to deliver a world-class support experience.

The ideal candidate will have a strong background in SaaS support operations, excellent leadership skills, and a deep understanding of enterprise customer needs.

Key Responsibilities:

Strategic Leadership:

Develop and execute the product support strategy in alignment with company goals and customer needs.
Drive continuous improvement initiatives to enhance the support experience and operational efficiency.
Collaborate with other departments (Product, Engineering, Sales, etc.) to address and resolve client issues and drive product enhancements.

Team Management:

Lead, mentor, and develop a high-performing support team, fostering a culture of excellence and accountability.
Implement effective training programs and performance management processes to ensure team members are well-equipped to handle complex support issues.
Oversee recruitment, onboarding, and career development for the support team.

Customer Experience:

Ensure that enterprise clients receive timely and effective support, with a focus on delivering exceptional customer experiences.
Establish and monitor support metrics and KPIs, such as response time, resolution time, and customer satisfaction, to drive performance and measure success.
Develop and manage customer feedback mechanisms to continuously improve support processes and address client concerns.

Operational Excellence:

Implement and optimize support processes, tools, and technologies to enhance efficiency and effectiveness.
Develop and manage support workflows, escalation procedures, and knowledge base content to streamline issue resolution and information sharing.
Analyze support trends and data to identify root causes and proactively address potential issues.

Collaboration and Communication:

Serve as a primary point of contact for key enterprise clients regarding support-related matters.
Work closely with the Product and Engineering teams to provide feedback on product performance and contribute to product roadmap discussions.
Communicate support strategies, initiatives, and performance to senior leadership and other stakeholders.

Qualifications:

Experience: Minimum of 7-10 years of experience in customer support or product support roles within an Enterprise SaaS environment, with at least 3 years in a leadership position.
Education: Bachelor s degree in Computer Science, or a related field; advanced degree is a plus.
Skills:
Proven track record of managing and scaling support operations for enterprise clients.
Strong leadership and team management skills with the ability to inspire and develop talent.
Excellent problem-solving and analytical skills, with the ability to leverage data to drive decisions and improvements.
Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.
Proficiency in support tools and technologies (e.g., CRM systems, ticketing platforms) and a strong understanding of SaaS product ecosystems.

Why Join Us:

Innovative Environment: Be part of a forward-thinking company that values creativity and innovation.
Growth Opportunities: Enjoy opportunities for professional development and career advancement.
Dynamic Culture: Work in a collaborative and inclusive environment with a focus on work-life balance.
Competitive Compensation: Receive a competitive salary and benefits package, including health, dental, and retirement plans.

Employment Type: Full Time, Permanent

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