Product Application Support Manager

Summary

Join WIN, a leading PropTech company, as their exceptional Product/Application Support Manager. Lead and grow a product support team, becoming a subject matter expert on proprietary systems. Oversee daily support operations, ensuring prompt issue resolution and creating scalable processes. The ideal candidate will foster a culture of diligence and accountability, resolving client issues methodically and efficiently. This role offers a leadership opportunity to build and develop a team, work with cutting-edge technology, and make a direct impact on business success within a collaborative culture.

Requirements

• 5-10 years in product/application support roles, including at least 2 years leading small teams in a performance-driven environment
• Strong background in supporting cloud-based platforms and managing ticketing systems such as Jira, Zendesk, or ServiceNow
• Proven ability to mentor, train, and hold teams accountable while maintaining a positive, results-focused work environment
• Exceptional written and verbal communication skills in English with a clear, client-first approach
• Ability to monitor KPIs, analyze data, and implement process improvements that drive team performance
• A problem solver who thrives on creating scalable systems and improving team capabilities
• Willingness to support rotational shifts and occasional weekend operations to ensure seamless support coverage

Responsibilities

• Rapidly learn and become the go-to expert on all proprietary systems, cloud-based tools, and internal platforms to effectively guide the team
• Lead, mentor, and develop a small but growing team of product support specialists, fostering a collaborative and high-performance environment
• Monitor ticketing systems to ensure timely, methodical, and effective issue resolution, while tracking daily, weekly, and monthly performance metrics
• Develop robust processes to document solutions, creating a scalable knowledge base for ongoing improvements
• Regularly review team logs and individual contributions, identifying gaps and providing targeted feedback and training to enhance performance
• Maintain proactive and transparent communication with internal stakeholders and clients, ensuring issues are addressed efficiently with clear updates
• Partner with cross-functional teams during system rollouts and product updates, preparing the team to adopt changes seamlessly
• Conduct targeted training to ensure the team is equipped to handle complex issues and deliver on expectations

Benefits

• Leadership Opportunity: Build and develop a small but growing team of product support professionals
• Innovative Systems: Work with cutting-edge, proprietary technology in a truly unique franchise system
• Impactful Role: Drive operational excellence and create scalable solutions that directly impact business success
• Collaborative Culture: Join a team that values ownership, results, and continuous improvement while celebrating milestones, big and small