About this role

This leadership role oversees the product support organization, focusing on strategy, customer experience, and operational excellence across the company's SaaS products.

Key Responsibilities

Define support strategy
Build and mentor support teams
Implement automation and support tools
Enhance customer experience
Influence product roadmap based on support insights

Technical Overview

Involves managing support tools, automation, data analysis, root cause analysis, and customer feedback integration.

Ideal Candidate

The ideal candidate is a senior support leader with extensive experience managing product support teams, developing support strategies, and implementing automation. They excel at enhancing customer experience and driving operational excellence.

Must-Have Skills

Product SupportCustomer SupportSupport StrategySupport ToolsAutomationCustomer ExperienceData analysisRoot cause analysis

Nice-to-Have Skills

Support analyticsSupport workflowsEscalation managementRoadmap influenceCross-functional collaboration

Tools & Platforms

Ticketing systemsKnowledge base platformsMonitoring toolsAutomation tools

Required Skills

Product SupportCustomer SupportTechnical SupportSupport OperationsCustomer ExperienceSupport StrategySupport ToolsTicketing SystemsKnowledge BaseAutomationMonitoringData AnalysisRoot Cause AnalysisCustomer FeedbackRoadmap Influence

Hard Skills

Product SupportCustomer SupportTechnical SupportSupport OperationsCustomer ExperienceSupport StrategySupport ToolsTicketing SystemsKnowledge BaseAutomationMonitoringData AnalysisRoot Cause AnalysisCustomer FeedbackRoadmap Influence

Soft Skills

LeadershipStrategic thinkingCustomer obsessionData-driven decision makingCommunicationCollaborationProblem-solvingTeam management

Industry & Role

Industry Technology / SaaS / Enterprise Software

Job Function Lead and optimize product support operations for a SaaS enterprise

Keywords for Your Resume

Product SupportCustomer SupportTechnical SupportSupport OperationsCustomer ExperienceSupport StrategySupport ToolsTicketing SystemsKnowledge BaseAutomationMonitoringData AnalysisRoot Cause AnalysisCustomer FeedbackRoadmap Influence

Deal Breakers

Lack of leadership experience in support, No experience with support tools or automation, Unable to work remotely in US, Lack of customer-centric mindset

Head of Product Support

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