We're looking to hire The Manager of Product Support team, that focuses on setting goals and objectives for team members to achieve operational results regarding effective troubleshooting methods, testing methods, procedures, and problems, product specification and retention problems, as well as a minor redesign of products, analysis of customer issues, and optimizing production relative to cost constraints.

What you will do:

• Supports execution of plans for Customer Support Strategy: Developing and implementing strategies for delivering excellent customer support, ensuring customer
  satisfaction, and maintaining excellent customer relationships. Resolving user inquiries, troubleshooting technical issues, and providing timely and effective resolution to
  problems, assisting users with software installation, configuration, usage, and troubleshooting through remote assistance.
• Leads and manages team of customer support representatives and is responsible for hiring, training, coaching, and performance management. Administers user-reported
  issues or incidents in a ticketing system, prioritizing and resolving tickets based on severity and impact, ensuring that user issues are addressed within agreed-upon service
  level agreements (SLAs).
• Supports management of stakeholder relationships and expectations for cross-functional collaboration: collaborating with other teams such as product development,
  licensing, sales, and marketing to provide customer feedback, insights, and suggestions for product improvements, software updates, patches, and bug fixes. Acts to foster
  collaboration with Development and Operations teams to ensure smooth software upgrades and address compatibility or performance issues.
• Performs operational tasks for a positive user experience and maintains strong relationships with users, striving to exceed user expectations, gather feedback, and
  provide excellent customer service to enhance user satisfaction and loyalty.
• Responsible for implementing strategic initiatives for recurring or complex issues to identify underlying causes.
• Supports the process of Customer Training and Documentation: Developing customer problem-solving training materials, documentation, and self-help resources to
  empower customers to use the product and troubleshoot common issues effectively. Managing testing and quality assurance processes for new software releases or
  updates, participating in test case creation, execution, and validation to ensure that the software meets quality standards and performs as expected.
• Supports practical usage of communication channels for Customer & Marketplace Satisfaction: Monitoring customer satisfaction levels through surveys, feedback, and
  other methods and implementing strategies to improve overall customer satisfaction and loyalty. User training sessions, workshops, and webinars to educate users on the
  features, functionalities, and best practices of the product or software application.
• Performs tasks supporting the introduction of innovative solutions to ensure alignment with industry trends, technologies, and best practices related to the product or
  software application.
• Executes plans for Product Knowledge: Acquires and maintains in-depth knowledge of the company's platforms, products, or services to provide customers with effective
  support and troubleshooting assistance. Supports process improvement efforts: Continuously evaluating and improving customer support processes, workflows, and tools to
  enhance efficiency, effectiveness, and global customer experience.

What you will need:

• Prior experience as the Manager of Product Support team
• Prior experience working in the Product company (SaaS)
• Fluency in English

What do we offer:

• Join Product-first, remote global organization with 800+ employees across 28 countries
• Insurance Coverage - Appfire provides comprehensive group health insurance for you and your family, including dependent parents, at no additional cost. Coverage also includes parental protection, personal accident insurance, and term life insurance aligned with job level.
• Work From Home Allowance - to support your remote work setup, Appfire provides a work-from-home allowance of up to INR 12,000 per year, paid monthly.
• Volunteering - Every employee receives 3 fully paid days each year to participate in our Corporate Social Responsibility (CSR) program supporting local communities.
• Crèche benefit for employees coming to the office to help parents balance work and childcare.

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