Product Support Manager Leading Technical Team in Customer Success

Drive customer success as a Product Support Manager managing a skilled technical support team. Emphasize issue resolution, customer feedback, and service level improvements in this pivotal role.

This leadership position focuses on ensuring a superior customer experience by guiding the support team and integrating customer feedback to inform product improvements. You will implement operational strategies, coach employees, and oversee resource allocation while maintaining adherence to budget objectives.

Your role is vital in enhancing the overall support provided to customers and fostering continuous improvement within the team.

Key Responsibilities:

• Drive service level improvements and efficiencies

• Coach and develop the technical support team

• Implement customer journey listening points for feedback

• Collaborate with product and engineering teams effectively

• Manage CRM implementation and compliance with budget

Requirements:

• 10 years in technical service, preferably HVAC or automotive

• At least 5 years in a supervisory customer service role

• Strong communication skills across technical and business contexts

• Experience in statistical data collection and reporting

• Technical plumbing certificate desirable

Leverage your extensive experience to spearhead improvements in service delivery and customer satisfaction while leading a dedicated technical support team.
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