Role Description We're looking to hire The Manager of Product Support team, that focuses on setting goals and objectives for team members to achieve operational results regarding effective troubleshooting methods, testing methods, procedures, and problems, product specification and retention problems, as well as a minor redesign of products, analysis of customer issues, and optimizing production relative to cost constraints. - Supports execution of plans for Customer Support Strategy: - Developing and implementing strategies for delivering excellent customer support. - Ensuring customer satisfaction and maintaining excellent customer relationships. - Resolving user inquiries, troubleshooting technical issues, and providing timely and effective resolution to problems. - Assisting users with software installation, configuration, usage, and troubleshooting through remote assistance. - Leads and manages team of customer support representatives: - Responsible for hiring, training, coaching, and performance management. - Administers user-reported issues or incidents in a ticketing system. - Prioritizes and resolves tickets based on severity and impact. - Ensures that user issues are addressed within agreed-upon service level agreements (SLAs). - Supports management of stakeholder relationships and expectations for cross-functional collaboration: - Collaborating with other teams such as product development, licensing, sales, and marketing. - Providing customer feedback, insights, and suggestions for product improvements. - Acts to foster collaboration with Development and Operations teams. - Performs operational tasks for a positive user experience: - Maintains strong relationships with users, striving to exceed user expectations. - Gathers feedback and provides excellent customer service to enhance user satisfaction and loyalty. - Responsible for implementing strategic initiatives for recurring or complex issues: - Identifies underlying causes. - Supports the process of Customer Training and Documentation: - Developing customer problem-solving training materials, documentation, and self-help resources. - Managing testing and quality assurance processes for new software releases or updates. - Supports practical usage of communication channels for Customer & Marketplace Satisfaction: - Monitoring customer satisfaction levels through surveys, feedback, and other methods. - Implementing strategies to improve overall customer satisfaction and loyalty. - User training sessions, workshops, and webinars to educate users on product features and best practices. - Performs tasks supporting the introduction of innovative solutions: - Ensures alignment with industry trends, technologies, and best practices. - Executes plans for Product Knowledge: - Acquires and maintains in-depth knowledge of the company's platforms, products, or services. - Supports process improvement efforts: - Continuously evaluating and improving customer support processes, workflows, and tools. Qualifications - Prior experience as the Manager of Product Support team. - Prior experience working in the Product company (SaaS). - Fluency in English. Benefits - Join Product-first, remote global organization with 800+ employees across 28 countries. - Insurance Coverage - Appfire provides comprehensive group health insurance for you and your family, including dependent parents, at no additional cost. - Work From Home Allowance - to support your remote work setup, Appfire provides a work-from-home allowance of up to INR 12,000 per year, paid monthly. - Volunteering - Every employee receives 3 fully paid days each year to participate in our Corporate Social Responsibility (CSR) program. - Crèche benefit for employees coming to the office to help parents balance work and childcare. Company Description A people-first approach to business. Since its inception, Appfire has been a remote-first company. With 850+ employees (who we call fireflies) across 28 countries, we foster an environment where everyone is respected. - Making an impact - At Appfire, CSR means embedding purpose, responsibility, and impact into everything we do. - Our business - Appfire mission to equip and connect every team so they can plan and deliver their best work. - What’s our secret sauce? - We follow teams and build software that solves real-life collaboration challenges. - We enhance - Our software is designed to give developers, knowledge workers, and teams the ability to extend and get greater value from the platforms they’ve invested in. - We build bridges and invest in our partners - Appfire's success is underscored by its channel program as its primary path to market. - We make security and privacy a priority - We’ve achieved multiple certifications for security and compliance. - Market recognition - Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence.