Director Second Line Product Support
You can expect to work with the following:
- Build and lead a dynamic Second Line Product Support function:
- Resolve escalated support cases: Manage escalated support cases from first-line teams, ensuring timely resolution and clear communication with product teams when necessary.
- Champion product communication: Coordinate the production and dissemination of product release notes, ensuring smooth internal and external communication of product changes.
- Optimize production processes: Establish and optimize operational processes for handling production defects, incidents, and service requests within Product Engineering, prioritizing efficient resolution and continuous improvement.
- Maximize product availability: Prioritize maintaining high product uptime and availability through efficient incident and problem management processes, aligning with the company's product-led growth strategy.
- Build a robust knowledge base: Build and maintain an exceptional knowledge base, serving as the first line of defense for users by providing step-by-step guides, FAQs, and troubleshooting resources to address common issues and answer user questions effectively.
- Data and Insights: Analyze user data, including support requests, user behavior, and feedback, to identify areas for improvement and inform product development decisions.
- Act as a bridge between Customer Support and PE teams: Collaborate with product, engineering, and design teams to ensure the product is intuitive, user-friendly, and addresses customer needs effectively. Collaborate on self-service solutions through comprehensive documentation, fostering user empowerment and reducing dependency on support resources.
If you see yourself in some of the points below, great - we’re excited to learn more about you!
- 8+ years of experience in a customer-facing role, with experience in a product-led growth environment preferred.
- Proven track record of building, coaching and managing high-performing teams.
- Strong understanding of user-centered design principles and user experience (UX) best practices.
- Excellent communication, collaboration, and interpersonal skills.
- Strong analytical and problem-solving skills.
- Experience with data analysis tools and methodologies.
Success Looks Like:
- A significant reduction in support tickets and improved customer satisfaction.
- A clear support strategy aligned at all levels of the organization.
- Data-driven insights that inform product development and improve the overall user experience.
- A well-established Second Line Product Support function that effectively supports the company's growth goals.
Reference: 52355614
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