Remote Product Support Manager

Logo of Zone & Co

Zone & Co

πŸ“Remote - Philippines

Job highlights

Summary

Join us at Zone & Co as a Product Support Manager and lead a regional team of Support Analysts in delivering exceptional customer service and satisfaction.

Requirements

  • Exceptional communication and problem-solving skills
  • Strong attention to detail and organizational abilities
  • 3+ years of technical support experience with a focus on escalations
  • Bachelor’s degree in a related field and proficiency in NetSuite
  • Experience in team management or mentoring, with a customer-centric mindset
  • Basic understanding of programming concepts and a commitment to continuous learning

Responsibilities

  • Lead and manage the Support Analysts team for high-quality service delivery
  • Oversee the case queue and prioritize resources effectively
  • Assist with complex issues and mentor Support Analysts
  • Monitor team performance against KPIs and prepare reports for management
  • Conduct regular team meetings and facilitate training sessions
  • Collaborate with cross-functional teams for smooth customer transitions
  • Gather customer feedback to inform product improvements
  • Ensure compliance with company policies and promote a customer-centric approach

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