Product Support Manager

Customer Support @ Hyderabad, Andhra Pradesh, India

Job Summary

As a Product support manager, you will :

  • Leverage the strength, coach teams and help them grow to the next level 
  • Lead and manage a team 8-12 engineers and be a Point of contact for one or two Products.Understands and communicates the team's strategy and address any questions independently.
  • Contribute to strategic thinking for his/her product when asked/needed.
  • Align team goals with the needs of the business.
  • Drive the definition and adoption of metrics that appropriately capture your team(s) and operational performance.
  • Understand compensation and other financial data to use for effective decision-making.
  • Understand the budgets and costs of the team(s) interns of payroll expenses, product costs, etc.
  • Drive case closure and success of balance cases regionally and internationally as needed.
  • Ensure quality of hotfixes before delivery to customers.
  • Follow up with customers directly with neutral or dissatisfied scores and take corrective action.
  • Manage case and/or account level escalations.
  • Build highly-effective cross-team collaboration and exchange of expertise to deliver on product line objectives.
  • Suggest improvement of process and practices for the team, as well as exchange a know-how a across teams

    Shift Timings :  6:30 pm IST to 3:30 am IST 

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