We are seeking a highly skilled and experienced
Product Support Team Lead/Manager to oversee our global product support team. This is a critical leadership role responsible for ensuring exceptional customer support, driving operational excellence, and managing team performance across multiple regions. The ideal candidate will possess advanced technical and analytical skills, strong leadership capabilities, and a proven track record in managing global support operations.
Key Responsibilities
- Team Leadership & Performance Management
- Lead and manage a global product support team, ensuring high-quality service delivery and adherence to SLAs.
- Drive team performance through regular reviews, coaching, and development plans.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Operational Excellence
- Develop and implement support strategies, workflows, and best practices to enhance efficiency and customer satisfaction.
- Monitor key metrics and create executive-level reports to track performance and identify improvement areas.
- Technical Expertise
- Utilize advanced Zendesk skills to configure views, dashboards, and reporting for operational and executive insights.
- Manage ticketing workflows and optimize support processes using Zendesk.
- Exposure to Salesforce, AWS services and no-code platforms for automation and integration of support tools.
- Stakeholder Management
- Collaborate with Product, Engineering, and Customer Success teams to resolve complex issues and improve product supportability.
- Act as a key point of escalation for critical customer issues.
Required Skills & Qualifications
- Experience: 812 years in technical/product support, with at least 35 years in a leadership role managing global teams.
- Technical Skills:
- Advanced proficiency in Zendesk (reporting, views, automation).
- Working knowledge of Salesforce for support operations.
- Familiarity with AWS and no-code platforms for workflow automation.
- Strong analytical and problem-solving skills with the ability to interpret data and drive decisions.
- Excellent communication and stakeholder management skills.
- Ability to work in a fast-paced, global environment and manage multiple priorities effectively.
Preferred Qualifications
- Experience in SaaS or technology-driven organizations.
- ITIL or similar certification in service management.
- Exposure to AI-driven support tools and automation.
In order to be considered for a position, you must formally apply via careers.kroll.com
