Product Support Manager

Job Description About the company: At WizCommerce, we are revolutionising B2B commerce for manufacturers, wholesalers, and distributors across the USA, India and Canada. Our mission is to empower businesses with innovative technology solutions that drive revenue and foster growth. Recognizing the challenges posed by outdated software and cumbersome offline selling methods, we offer a cutting-edge, AI-powered B2B sales app designed to enhance customer engagement. Our platform allows sales representatives to take orders seamlessly, whether at trade shows, in the field, or online. With our industry's only AI engine, reps can upsell effectively and automate internal processes, all while enjoying an intuitive and beautifully crafted user interface. Efficiency and user experience go hand in hand in our design philosophy. While B2C e-commerce has rapidly advanced, the B2B sector has often lagged behind, relying on disjointed systems. At WizCommerce, we see a vital opportunity to disrupt this space, bringing the same level of innovation that consumers expect. Our vision is to equip B2B businesses with the tools they need to thrive in a competitive market, streamline operations, and enhance customer interactions. If you want to disrupt a Trillion$+ space, WizCommerce is the place to be. Read more about us: Forbes, The Morning Star Yourstory or our website Founders: Divyaanshu Makkar (Co-founder, CEO) Vikas Garg (Co-founder, CCO) Why should you join us - Huge Market Size: B2B commerce is just in India and the US. Our two main geos are a 5 Trillion$+ space, waiting to be disrupted. Every start-up has a risk of going to 0, but few have a market large enough to become 100B$+ companies. - Never-ending exciting opportunities: If you are a person who loves to dig deeper into problems, figure out solutions, take ownership and implement the solution and then chill - this is the right place for you. We are building something that has never been made before - Customers love us: There are many times when customers have invited us to stay with them to understand their pain points as we have exceeded their expectations in every feature launch, that's the ownership and quality bar we set here. We're looking for people with a strong interest in building successful products or systems, comfortable dealing with lots of moving pieces, exquisite attention to detail, and are comfortable learning new technologies and methods. Job Description: Role: We are looking for a highly motivated Product Support Manager to oversee our growing support function and ensure seamless operations for our B2B SaaS platform. In this role, you will lead and mentor a team of Customer and Technical Support Specialists, drive process improvements, and act as the escalation point for complex technical issues. Your work will directly impact customer satisfaction, retention, and the overall success of WizCommerce's support delivery. Responsibilities: Team Leadership and Operations Management: - Supervise, mentor, and coach a team of Customer and Technical Support Specialists. - Monitor team performance through KPIs (e.g., response time, resolution time, CSAT). - Set goals, conduct regular one-on-ones, and support career development. - Drive hiring, onboarding, and training of new support team members. Customer Support Oversight: - Oversee the resolution of high-impact or escalated customer issues. - Maintain a high level of customer satisfaction by ensuring timely and quality responses. - Continuously assess team workloads and adjust resource allocations to ensure optimal coverage. Process Improvement and Strategy: - Develop and implement support processes, SLAs, and quality assurance measures. - Identify patterns in support tickets and collaborate with product/engineering to mitigate recurring issues. - Lead initiatives to improve ticket deflection through documentation, self-service resources, and product enhancements. Cross-functional Collaboration: - Act as the voice of the customer internally by sharing feedback with Product, Engineering, and Customer Success teams. - Work closely with QA and Product teams during feature rollouts or product updates. - Participate in product roadmap discussions and influence support-related enhancements. Tools, Reporting, and Documentation: - Maintain and optimize support systems (Hubspot, JIRA, etc.). - Generate and share regular reports on support metrics with leadership. - Ensure the creation and maintenance of internal and external knowledge bases. Qualifications and Skills: - Experience: 4+ years in a technical support role, with at least 4 years managing or leading a support team in a B2B SaaS environment. - Technical Skills: Hands-on experience with troubleshooting web-based applications, APIs, and cloud platforms. - Leadership: Proven ability to lead high-performing support teams and handle escalations under pressure. - Customer Orientation: Strong customer-first mindset with excellent problem-solving skills and empathy. - Communication: Exceptional verbal and written communication skills. - Tools: Proficiency with support tools such as Hubspot, JIRA, Zendesk, or similar platforms. - Analytical Mindset: Ability to use data to identify trends, measure success, and drive decisions. Preferred Qualifications: - Experience supporting enterprise-level B2B clients. - Familiarity with wholesale, distribution, or e-commerce platforms. - Exposure to working in the US/EST time zones or supporting global customers. Benefits: - Opportunity to work with a fast-growing B2B SaaS company making a tangible impact in the wholesale and distribution space. - Collaborative and inclusive work environment. - Competitive salary and benefits package. - Opportunities for growth and professional development. Role location: Bengaluru Website Link: https://www.wizcommerce.com/