Technical Support Manager Lead
3 days ago
About the Role
We are seeking a dynamic and experienced Technical Product Support Manager to lead our Product Support team in Tn, Ireland.
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.
This is a hybrid role.
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.
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