Wattpad is hiring a
Product Support Lead

Summary

The job is for a Product Support Lead at Wattpad, a global entertainment company. The role involves managing team members, assigning product support champions, improving processes, maintaining documentation, administering surveys, overseeing bug escalations, and fostering communication between teams. The ideal candidate should have a strong background in product support and leadership, excellent communication skills, analytical skills, and the ability to work collaboratively across departments.

Requirements

• Minimum of 5 years in a product support role, with at least 2 years in a leadership position
• Familiarity with the QA process. Experience as a manual or automation tester
• Familiarity with ticketing systems (e.g., Zendesk), and bug tracking tools (e.g., Jira)
• Exceptional verbal and written communication skills
• Strong analytical and problem-solving skills
• Proven ability to work collaboratively across departments and lead a team towards common goals

Responsibilities

• Manage and Coach Team Members
• Assign Product Support Champions
• Team Process Improvement
• Maintain Product Behaviour Documentation
• Administer Monthly Sentiment Survey
• Oversee Bug Escalation Process
• Facilitate communication between Community Support and Product Support teams

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Prior Experience with Google Analytics, Miro, and maintaining product documentation
• Understanding of UGC platforms and product support best practices
• Knowledge of SQL, HTML, CSS, and JavaScript

Benefits

• Career development
• Health benefits, including vision and dental
• RRSP Contributions (Canada), 401K Contributions (USA)
• Generous vacation and Parental Leave Top-up
• Corporate discount for gym memberships for you and your family
• Winter break shutdown and a whole lot more!