Technical Product Support Manager

2 weeks ago

Dublin, Dublin City, Ireland Xtremepush Limited Full time
About the Role

We are seeking a dynamic and experienced Technical Product Support Manager to lead our Product Support team. The Product Support team serves as the primary liaison between our customers and the company, ensuring seamless communication and outstanding customer service. In this role, you will be responsible for driving initiatives that enhance customer success, fostering a customer-centric culture, and delivering top-tier support. Reporting directly to the Director of Customer Success, you will play a crucial role in shaping the support strategy, leading a dedicated team, and collaborating across departments to ensure our customers thrive. If you're a technically skilled leader with a passion for customer success and team management, we want to hear from you

This is a hyrbid role. #LI-Hybrid

Key Responsibilities
  • Product Knowledge:Develop and maintain an in-depth understanding of Xtremepush SaaS products, staying updated on features, updates, and improvements.
  • Technical Expertise:Utilise deep technical knowledge of Xtremepush products to provide expert support, resolving complex technical issues efficiently.
  • Cross-Departmental Collaboration:Collaborate with sales, product development, and marketing teams to ensure cohesive customer support and product enhancement strategies.
  • Process Improvement:Continuously assess and improve support processes to enhance efficiency and customer satisfaction, implementing best practices.
  • Data Analysis:Analyse customer support data and metrics to identify trends, track performance, and implement data-driven improvements.
  • Customer Support:Provide exceptional support to clients, addressing queries, issues, and concerns promptly and effectively.
  • Team Leadership:Lead, mentor, and manage a team of support professionals, providing guidance and training to enhance skills and service quality.
  • Documentation: Create and maintain comprehensive product documentation, including FAQs, troubleshooting guides, and knowledge base articles.
  • SLA Management:Monitor and manage Service Level Agreements (SLAs) for support responses and issue resolutions, ensuring adherence to deadlines.
  • Escalation Handling:Address escalated customer issues promptly and professionally, coordinating with management or other departments as needed.
  • Performance Metrics:Track and analyse support metrics, including customer satisfaction scores, response times, resolution rates, and retention rates.
  • Manage and Plan On-Call Rotations: Oversee and coordinate the on-call weekend and public holiday rotation calendar for the Product Support team, ensuring client coverage. Account for time zones and holidays across a global team to maintain seamless support.
Your Experience and Qualifications
  • Strong technical background with hands-on experience in troubleshooting and problem-solving, preferably in SaaS products and mobile technologies.
  • Proven track record of delivering exceptional customer support and managing customer relationships.
  • 2+ years of experience in managing a product support team, demonstrating effective managerial skills.
  • Proficiency in data analysis, utilising metrics to drive improvements and make data-driven decisions.
  • Ability to thrive in a fast-paced, dynamic environment, with a willingness to learn and adapt to new technologies.
  • Experience with Zendesk, Jira, HubSpot, or similar tools required.
  • Degree in Computer Science, Business, or related fields preferred.
  • This role will require occasional weekend/bank holiday coverage.
Location

Dublin (Ireland). This is a hybrid role (office and remote based).

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