Product Support Operations Manager

4 days ago


Chennai, Tamil Nadu, India FOURKITES Full time

About FourKites

FourKites is a leading logistics technology startup providing cutting-edge software solutions for freight brokers and shippers. Our mission is to revolutionize the way goods are moved, and we're looking for talented individuals to join our team.

Salary

The estimated salary for this role is around $100,000 per year, depending on experience.

Job Description

We're seeking a highly skilled Product Support Operations Manager to oversee our Chennai office's Product Support Specialists and Analysts. As a Subject Matter Expert, you'll handle problem escalations, engage with various product aspects, and analyze team performance. Your goal will be to drive engagement, identify operational efficiencies, and act as a team mentor. This role reports to the Director of Product Support in Chicago and will help coordinate and expand support efforts between offices.

Responsibilities

  • Manage Product Support Specialists and Analysts, directing the team and serving as a liaison to the Chicago office.
  • Drive alignment and improvement across the team by identifying trends, analyzing roadblocks, and presenting recommendations.
  • Provide oversight to Analysts as a thought leader in data analysis and validation.
  • Partner with development and product teams to resolve escalated technical issues.
  • Monitor response metrics and recommend process improvements to drive efficiency and effectiveness.
  • Oversee daily business operations to ensure SLAs are exceeded.
  • Facilitate strong communication across stakeholders.
  • Document recurring problems, drive root cause analysis, and champion problem resolution.

About You

  • You have 2+ years of leadership experience in product/customer support and/or analysis.
  • You possess proven ability to troubleshoot complex issues and find resolutions.
  • You demonstrate technical knowledge, familiarity with cloud software, developer tools, and a willingness to learn new skills.
  • You're comfortable organizing structure out of ambiguous problems.
  • You excel in verbal and written communication skills.
  • You have analytical ability to work through large data sets.
  • You have advanced experience with Microsoft Excel.
  • Experience with R or other analytical tools is preferred.
  • Knowledge of web services, APIs, and common data formats like JSON and XML is preferred.
  • Experience in SaaS or tech startups is a plus.


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