Xtremepush SaaS Support Strategy Director

3 days ago


Dublin, Dublin City, Ireland Xtremepush Limited Full time

Xtremepush Limited invites applications from highly skilled Technical Product Support Managers to lead our Product Support team. As a senior member of our team, you will be responsible for shaping the support strategy, leading a dedicated team, and collaborating across departments to ensure our customers thrive.

About the Job

This is a unique opportunity to work with a dynamic team, driving initiatives that enhance customer success, fostering a customer-centric culture, and delivering top-tier support. The successful candidate will have a strong technical background, hands-on experience in troubleshooting and problem-solving, preferably in SaaS products and mobile technologies.

Responsibilities
  • Support Strategy Development:Drive initiatives that enhance customer success, fostering a customer-centric culture, and delivering top-tier support.
  • Team Leadership:Lead, mentor, and manage a team of support professionals, providing guidance and training to enhance skills and service quality.
  • Document Creation: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.
Your Qualifications
  • Technical Expertise:Experience in troubleshooting and problem-solving, preferably in SaaS products and mobile technologies.
  • Leadership Experience:Managing a product support team, demonstrating effective managerial skills.

This role requires occasional weekend/bank holiday coverage.



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