Product Support Manager

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