job-offer

Product Support Manager

Customer Support @ Hyderabad, Andhra Pradesh, India

Job Summary

About the Team:

The product support team provides customer assurance by providing appropriate solutions to customer issues at every point in time. As a Product Support Manager, you will own customer experience and implement strategic initiatives in line with the business objectives.

Responsibilities:

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.
  • Understand and communicate the team's strategy and address any questions independently.
  • Drive the definition and adoption of metrics that appropriately capture your team(s) and operational performance.
  • Understand compensation and other financial data for effective decision-making.
  • Understand the budgets and costs of the team(s) in term  s 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.
  • Build highly-effective cross-team collaboration and exchange of expertise to deliver on product line objectives.
  • Follow up with customers directly with neutral or dissatisfied scores and take corrective action.
  • Manage case and/or account level escalations.
  • Suggest improvement of process and practices for the team, as well as exchange a know-how a across teams.
  • Ensure the team members are adequately trained to perform their work proficiently.

Qualifications:

The ideal candidate is required to hold:

  • Bachelor’s Degree in Computer Science or equivalent program.
  • Exceptional managerial experience
Shift Timings :  6:30 PM to 3:30 AM IST 

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