Product Support Operations Manager
5 hours ago
We are seeking an experienced Product Support Lead to oversee and optimize our support operations, ensuring customer satisfaction and delivering exceptional support and technical assistance to Truein's customers. This role involves leading and managing the Customer Support team, focusing on delivering top-notch support and technical guidance to customers.
About Truein: We are a fast-growing B2B SaaS product company offering Attendance & Timesheet solutions to companies with contractual and distributed workforces. Our innovative solution leverages face recognition and AI technologies to bring transparency and controls in the time & attendance process.
Our Team Culture: At Truein, we genuinely care about every member we hire, fostering ownership and a dynamic, fun, and vibrant startup culture. With a team of 30 people and growing, backed by investors, we believe in creating value for all stakeholders - employees, customers, and investors.
Key Responsibilities:- Identify and measure key metrics for customer support teams (SLAs, 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.
- 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.
$80,000 - $110,000 per annum, based on industry standards and location.
This is a highly competitive compensation package that reflects the importance of this role in driving customer satisfaction and business growth. If you have what it takes to excel in this position, please apply.
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