Product Support Manager

📋 Description

• Lead a team of Product Support Specialists in Hyderabad.
• Collaborate with the Hyderabad Site Lead and global Heads of Support.
• Surface customer and product usage trends to inform escalations.
• Manage executive-level product escalations end-to-end.
• Analyze data and drive continuous improvement; report KPIs.
• Participate in the global on-call rotation to cover incidents.

🎯 Requirements

• 8+ years in product support at a software company.
• 3+ years leading and managing a product support team.
• Deep expertise in executive escalations and cross-functional collaboration.
• User-focused with a passion for improving the customer experience.
• Strong mentoring ability and leadership of high-performing teams.
• Experience with BI/analytics and tools like Salesforce, Zendesk, Looker, Hex.

🎁 Benefits

• Hybrid work with anchor office days in Hyderabad.
• Collaborative culture focused on craft and impact.
• Opportunity to use AI tools to improve support workflows.
• Commitment to diversity and equal opportunity.