Key Responsibilities:
- Lead and manage the tech support team including hiring training and performance management.
- Develop and implement support strategies to ensure timely resolution of customer inquiries and issues.
- Serve as the primary point of contact for escalations providing guidance and support to resolve complex technical issues.
- Collaborate with crossfunctional teams including product development and engineering to address customer feedback and improve product usability.
- Analyze support metrics and trends to identify areas for improvement and implement solutions to enhance efficiency and customer satisfaction.
- Develop and maintain support documentation knowledge base articles and training materials for internal and external stakeholders.
- Stay informed about industry trends and best practices in SaaS support and implement innovative approaches to drive continuous improvement.
- Act as a customer advocate within the organization ensuring that customer feedback is addressed and prioritized in product development roadmap discussions.
Qualifications:
- Bachelors degree in Computer Science Information Technology or related field.
- Proven experience 4 years in a technical support management role preferably in the SaaS industry.
- Strong understanding of SaaS products and technologies with the ability to troubleshoot and resolve technical issues.
- Excellent leadership and communication skills with the ability to motivate and inspire a team.
- Experience working in a fastpaced dynamic environment with a focus on delivering exceptional customer service.
- Demonstrated analytical and problemsolving abilities with a track record of driving continuous improvement initiatives.
- Proficiency in CRM systems ticketing systems and other support tools.
- Certification in ITIL or other relevant frameworks is a plus
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