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.