Manager - Ask Darwin

Job Description:

We are seeking a highly skilled and motivated Product Support Manager to lead our support team and ensure the delivery of exceptional customer service and technical assistance to our clients. As a Product Support Manager, you will be responsible for managing a team of Product support specialists, providing guidance and support, and ensuring the smooth operation of our Product support services.

Responsibilities:

Team Management:

1. Lead and manage a team of product support specialists, providing coaching, guidance, and performance evaluations.

2. Foster a positive and collaborative team environment, promoting teamwork and continuous improvement.

3. Set performance goals and objectives for the team and monitor progress to ensure targets are met.

Customer Service Excellence:

1. Oversee the delivery of product support services, ensuring a high level of customer satisfaction.

2. Develop and implement strategies to improve customer service processes and enhance the overall customer experience.

3. Address escalated customer issues promptly and effectively, demonstrating strong problem-solving and communication skills.

Technical Expertise:

1. Stay updated on the latest technologies, products, and industry trends relevant to our company and customer base.

2. Provide technical guidance and support to the team, assisting with complex technical issues and ensuring accurate and timely resolutions .Basically, learn the product overtime.

3. Collaborate with AM stakeholders, other departments, such as product development and quality assurance, to provide feedback and contribute to product enhancements and bug fixes.

Process Improvement:

1. Identify opportunities for process improvement within the support function, streamlining workflows, and optimizing efficiency.

2. Analyze support metrics and data to identify trends, bottlenecks, and areas for improvement.

3. Implement best practices, standard operating procedures, and tools to enhance the efficiency and effectiveness of the support team.

Documentation and Reporting:

1. Ensure accurate and up-to-date documentation of support processes, troubleshooting steps, and customer interactions.

2. Generate regular reports on support team performance, key metrics, and customer feedback.

3. Analyze data and provide insights to senior management regarding customer support trends, issues, and recommendations for improvement.

Qualifications/ Must Have Requirements:

1. Bachelors degree in a relevant technical field or equivalent practical experience. (Nice to have background in HR Tech Space or HR Field of Education)

2. Proven experience in a Product Support Role, with at least 2-3 years in a managerial or supervisory capacity.

3. Strong technical knowledge and understanding of computer systems, software applications, and networking.

4. Excellent customer service skills with a focus on problem-solving and conflict resolution.

5. Effective leadership and team management abilities, with the capacity to motivate and develop team members.

6. Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.

7. Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders.

8. Detail-oriented with strong organizational and multitasking skills.