Experienced Product Support Manager to Enhance Customer Engagement

Lead a high-performing technical support team as the Product Support Manager. Drive customer engagement and satisfaction through effective coaching, issue resolution, and strategic improvements within a customer-centric framework.

In this influential position, you will manage service levels while guiding your team in resolving client issues and escalations. You will create and implement strategies to improve the overall customer experience, collaborating with engineering and product management to ensure feedback loops are efficient and effective.

Key Responsibilities:

• Enhance customer retention through strategic improvements

• Guide the team in effective issue resolution

• Develop frameworks for customer engagement and retention

• Manage call center operations and resource allocation

• Lead CRM implementation and track budget adherence

Requirements:

• 10 years in technical support within relevant fields

• Minimum 5 years in a supervisory role in Call Center

• Required technical plumbing certification

• Proven experience in operational planning and analysis

• Strong analytical skills with effective communication

Drive customer satisfaction forward by enhancing team performance and implementing strategies that resonate with client needs in a technical support environment.