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US Customer Product and Support Manager

2 months ago

Mumbai, India Action Tour Guide Full time

Office-based position, located in Marol, Andheri East, Mumbai


Company Description: Action Tour Guide is a leading provider of self-guided audio tours. Our app uses GPS technology to deliver engaging narratives about historical sites, national parks, and city attractions, offering travelers a unique and personalized way to explore destinations. Designed for individual and family use, our platform combines convenience, education, and entertainment, enhancing the overall travel experience. 


Role Description:

We seek a Product and Support Manager to reduce support needs by identifying product changes needed. You will also oversee our support operations. The role requires excellent English communication skills and a minimum of 5 years of experience in product and support management. Candidates with prior experience managing support for travel apps or working in the travel industry will be given preference.


Key Responsibilities:

1. Reduce support needs

  • Analyze support issues that come every day.
  • Identify changes in the product to reduce those issues.
  • Work with other managers in the company to implement the changes.
  • Bring support issues to half.


2. Team leadership, quality assurance, and operational management:

  • Lead the night shift support team, ensuring adherence to schedules and maintaining high standards of customer interactions.
  • Implement and oversee quality assurance protocols to ensure excellence in customer service.
  • Conduct regular reviews and audits of customer interactions for quality assurance and provide feedback and training to the team.
  • Manage the daily operations of the support team, ensuring efficient resolution of customer issues.
  • Monitor performance metrics and implement process improvements to enhance customer satisfaction and operational efficiency.
  • Coordinate with other departments to maintain a cohesive service strategy across the company. 


3. Customer Relationship Management:

  • Ensure high-quality customer service is delivered consistently, especially addressing the specific needs of US-based customers.
  • Analyze customer feedback and interaction data to develop strategies for improvement.


4. Reporting and Compliance:

  • Report on team performance, customer satisfaction metrics, and QA results to senior management.
  • Ensure all night shift operations comply with legal and regulatory requirements relevant to US customer support


5. CRM and Support Ticketing Implementation:

  • Should have extensive experience with CRM and Ticketing Systems to lead their effective implementation and ongoing management within the support team
  • Ensure these systems are optimized to improve customer interaction tracking, issue resolution, and overall service delivery.
  • Lead projects to integrate new features and functionalities in CRM and ticketing platforms to meet evolving business and customer needs.


6. Collaboration:

  • Document and escalate complex issues to relevant internal teams, providing detailed context for swift resolutions.
  • Develop and update knowledge base articles to decrease resolution times and enhance customer self-service capabilities.
  • Collaborate with the Product Development team to improve app functionality and user interface, incorporating customer feedback.
  • Work closely with the Live App team to identify and resolve software bugs and operational malfunctions.
  • Partner with the Content Team to refine tour content based on user feedback, addressing specific concerns such as pronunciation errors or changes in route accessibility.
  • Engage with the Sales Team to resolve inquiries about tour pricing, package deals, or subscription services based on customer interactions.
  • Maintain comprehensive product knowledge to provide informed solutions tailored to user needs and specific travel contexts.
  • Manage sensitive information across various communication platforms, ensuring data privacy and security protocol adherence.
  • Ensure all support activities comply with organizational policies and technical standards.
  • Generate detailed reports on customer interactions, resolved issues, and unresolved queries for managerial review.
  • Identify patterns in customer issues and report them to the management team to aid in system enhancements.
  • Contribute to continuously improving troubleshooting procedures and user manuals, ensuring they are current and effective. 


Benefits:

  • Competitive salary with high-performance incentives.
  • Cab drop facility. 


Requirements:

  • Minimum of 5 years of experience in a support management role, with a preference for candidates familiar with the travel industry or tech startups.
  • Excellent communication skills in English, both written and verbal.
  • Strong leadership, analytical, and problem-solving abilities.
  • Proficiency in CRM software, familiarity with US customer support standards and practices, and a thorough understanding of mobile operating systems such as iOS and Android.
  • Ability to handle multiple priorities in a fast-paced environment.
  • Flexibility to work night shifts and the capability to operate independently in a remote setting, effectively managing time and tasks throughout the night.
  • A technical diploma or degree in Information Technology or a related field is preferred.
  • A strong passion for travel and a profound understanding of the challenges faced by global app users in the travel domain.
  • Candidates with prior experience supporting travel apps or working in the travel industry will be given preference.