Product Support Manager

Nature of accountability for results:

The Support Manager must possess a strong understanding of the company’s strategic goals and how the support function contributes to achieving them. They will be responsible for aligning support activities with broader business objectives, ensuring that customer satisfaction and retention are prioritised.

The Support Manager is accountable for the performance and outcomes of the support team. They must ensure that key performance indicators (KPIs) are met, and that customer issues are resolved in a timely and satisfactory manner. This role requires a proactive approach to identifying and addressing areas for improvement, as well as a commitment to maintaining high standards of customer service.

Level of analysis and judgement applied:

The Support Manager must apply a high level of analysis and judgement to assess support metrics, identify trends, and make data-driven decisions. They should be able to evaluate complex situations, consider multiple perspectives, and develop effective solutions to improve support processes and outcomes.

Leadership

Nature of guidance received:

The Support Manager will report to the Senior Product Support Manager within Customer Enablement or a similar senior role. While they will have a significant degree of autonomy, they will receive guidance and direction on strategic priorities and high-level objectives from senior management.

Nature of guidance provided to others:            

The Support Manager will provide direct supervision and guidance to the support team, including team leads and support agents. They will be responsible for setting performance expectations, providing coaching and feedback, and fostering an engaging and collaborative team environment. Additionally, they may offer insights and recommendations to other departments based on customer feedback and support metrics.

Relationship Focus

Nature and level of contact within/outside the organization:

The Support Manager must excel in building and maintaining relationships both within and outside the organization. They should have strong interpersonal skills and the ability to communicate effectively with customers, support staff, and other stakeholders.

The Support Manager will work closely with other departments such as Product, Sales, and Marketing to address customer issues and improve overall customer sentiment. They will also interact with senior management to report on support performance and escalate critical issues.

Outside the organization, the Support Manager will engage with customers to understand their needs, address their concerns, and gather feedback. They may also liaise with external partners or vendors to resolve issues related to third-party services or products.