Product Support Supervisor

The Product Support Supervisor will oversee and guide a team responsible for delivering exceptional product support services. This role involves managing daily operations, ensuring customer satisfaction, and collaborating with cross-functional teams to resolve product-related issues efficiently.

This position requires excellent communication skills, problem-solving abilities, and a proactive approach to managing challenges. The role is critical in maintaining high customer retention rates and fostering a positive support environment. Candidates should be comfortable working in a fast-paced setting and be committed to continuous improvement and professional development. If you are passionate about leading teams and delivering outstanding product support, we encourage you to apply for this exciting opportunity.

Responsibilities:

• Lead and manage the product support team to achieve performance goals
• Coordinate with product development to resolve complex customer issues
• Conduct regular one-on-ones, performance evaluations, and coaching sessions; develop performance improvement plans when necessary
• Timesheet approval
• Occasional shift flexibility according to business needs
• Monitor and analyze support metrics to improve service quality
• Provide training and mentorship to team members
• Develop, document and implement support processes and best practices
• Handle escalated customer complaints and ensure timely resolution
• Prepare regular reports on team performance and customer feedback
• Ensure compliance with company policies and industry standards
• Foster an inclusive, high-performance culture that emphasizes accountability, continuous improvement, and professional development  
• Maintain knowledge of industry trends and emerging technologies
• Escalate unresolved issues to higher-level support teams
• Analyze trends in support metrics, ticket volumes, and customer feedback to identify systemic issues and improve support processes
• Adhere to established standards by the IT organization
• Willingness to work extra hours as needed to support seasonal trends
• Maintain up-to-date knowledge of product features and updates
• Must be willing to work in a hybrid office environment, 2-3 days in the office per week.
• Up to 10% business travel
• Other duties as assigned.

Qualifications:

• Bachelor’s degree in management, technology, related field, or equivalent work experience
• Proven experience in product support or customer service leadership
• Excellent communication and interpersonal skills
• Ability to analyze data and generate actionable insights
• Experience with support ticketing systems and CRM software
• Problem-solving and conflict resolution skills
• Ability to work under pressure and manage multiple priorities
• Leadership and team-building capabilities
• Proven experience in product support or technical customer support leadership roles
• Proficient in the ability to mediate, counsel, and empathize with ticket requestors to ensure expectations are exceeded
• Ability to work collaboratively in cross-functional teams
• Experience in managing remote teams
• Effective at presenting information to large groups with a positive and professional approach
• Attention to detail and strong organizational skills
• Strong ability to provide constructive feedback and openly receive input in a positive, professional manner
• Able to learn and adapt to recent technologies
• Ability to prioritize and manage multiple tasks with an appropriate level of urgency
• Experience in working with an omnichannel contact center including calls, emails, chats, & SMS
• Demonstratable history of continuous learning or personal improvement
• Strong expertise in empathy and emotional intelligence
• Confident, high-energy, self-motivated and a collaborator
• Accountability and personal organization are essential
• Patient and active listener
• Ability to pass federal and state criminal background checks (FBI/BCI)

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