Product Operations Specialist

3 days ago

Tiruchi, Tamil Nadu, India beBeeCustomerSupport Full time ₹ 15,00,000 - ₹ 20,10,000
Job Title: Product Support Lead

Mission-driven organization seeks skilled professional to oversee customer support operations, leading and managing a team to deliver exceptional technical assistance.

Dedicated company prioritizes employee growth, offering opportunities for learning regardless of experience level. Team environment emphasizes collaboration and mutual respect.

Role Overview:

As a Product Support Lead, you will play a key role in ensuring customer satisfaction by streamlining support processes, identifying areas for improvement, and implementing effective solutions.

Key Competencies:

  • Develop deep understanding of customer needs and expectations to provide timely and effective support.
  • Foster a culture of customer-centricity within the support team.
  • Provide technical guidance to the support team and customers, promoting efficient issue resolution.
  • Lead and motivate a team of support professionals to achieve performance goals.
  • Conduct regular team meetings and training sessions to enhance skills and knowledge.
  • Identify and resolve complex technical issues efficiently, implementing proactive measures to prevent recurring problems.
  • Communicate effectively with customers, internal teams, and stakeholders.
  • Collaborate with the product development team to provide insights from customer support, driving product improvements.
  • Coordinate with CS/Product/Engineering teams to ensure escalated customer support issues are resolved quickly and efficiently.
  • Measure and enhance customer experience using data-led decisions and tracking KPIs.

Roles and Responsibilities:

  • Establish metrics for customer support teams (SLA's, CSAT, Response and Resolution Time).
  • Oversee the resolution of customer issues through various channels (tickets, chat, email, phone).
  • Maintain service level agreements (SLAs) for support response and resolution times.
  • Recruit, train, and manage a team of product support specialists.
  • Stay updated on the latest features, providing training to the support team on new features and changes.
  • Conduct regular audits of customer interactions for compliance and improvement.
  • Ensure accurate documentation of support processes and procedures.
  • Develop and update knowledge base articles for customer self-service.
  • Become a product expert, serving as a resource for both customers and coworkers.
  • Owning overall KPIs for customer support, present regular updates to leadership on support performance.

Requirements:

  • Bachelor's degree or equivalent experience in Computer Science or related field.
  • 4+ years of experience in Customer Support for a B2B SaaS platform company.
  • Excellent troubleshooting, presentation, and documentation skills.
  • Excellent verbal and written communication skills.
  • Able to prioritize issues based on complexity and severity.
  • Results-driven, with great attention to detail.
  • Strong empathy for customers and passion for growth.
  • Flexibility with changing job duties and responsibilities.

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