Xtremepush SaaS Support Strategy Director
3 days ago
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 JobThis 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.
- 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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