MCUBE - Manager - Product Support (5-10 yrs)

Responsibilities:

- Build, mentor, and manage a high-performing product support team.

- Set team goals, provide regular feedback, and conduct performance reviews.

- Develop and implement a comprehensive product support strategy, including support processes, escalation procedures, and service level agreements (SLAs).

- Continuously evaluate and improve support processes to enhance efficiency and customer satisfaction.

- Build and maintain strong relationships with key customers.

- Act as an advocate for the customer within the company, ensuring their needs are understood and addressed.

- Manage various support channels, including phone, email, chat, and online forums.

- Ensure timely and effective responses to customer inquiries.

- Develop and maintain a comprehensive knowledge base, including FAQs, tutorials, and troubleshooting guides.

- Empower customers to self-serve and find answers quickly.

- Implement a system for tracking and managing customer issues.

- Ensure timely resolution of customer problems and escalate complex issues to appropriate teams.

- Monitor key support metrics, such as customer satisfaction (CSAT), first response time, and resolution time.

- Generate reports and analyze data to identify trends and areas for improvement.

- Collaborate effectively with product, engineering, sales, and other teams to address customer feedback and improve the product.

- Communicate clearly and professionally with customers and internal stakeholders.

- Act as a customer advocate within the company, ensuring customer feedback is incorporated into product development and roadmap planning.

- Stay up-to-date with the latest support technologies and best practices.

Continuously seek ways to improve the customer support experience.

Qualifications:

- MBA in a related field.

- 5-10 years of experience in product support or customer service, with at least 2 years in a management role.

- Proven track record of building and managing successful support teams.

- Strong understanding of support processes and best practices.

- Excellent communication, interpersonal, and problem-solving skills.

- Ability to work effectively in a fast-paced and dynamic environment.

- Strong customer focus and a passion for delivering exceptional customer experiences.

- Experience with CRM and support ticketing systems