We are looking to hire a self-directed leader with a growth mindset and hunger to take ownership for our client who is pioneering the learning space!!

Role: Head Product Support

Experience: 8 to 15 years

Education: MBA from Tier-1 / 2 business school. Technical undergraduate background would be a plus.

Responsibilities

- This is a hands-on technical management role where you'll need to work with solving customer issues while rapidly growing the support organization.

- Recruit, train, develop and lead a growing team of Support professionals.

- Driving strategic initiatives for product Support team

- Design, Implement, Monitor and Execute special projects with respect to Customer Support .

- Assist and communicate with Team Heads in decision-making, program management, and initiative implementation.

- Ensure customer feedback is communicated internally to enable ongoing improvement of products and services

- Provide data and reporting of KPI's and trends to management in ad-hoc, weekly, monthly reports and as needed.

- Improve current processes and develop procedures for optimized efficiency and productivity

- Setting up dashboards in tracking the support team performance like AHT / ATT / time taking to solve a ticket etc..

- Analyse to deliver actionable insights and define key programs

- Work closely with Founders on special projects - strategize, execute and run it to success and then think on scaling it.

If this describes you and if you have experience working in LMS/SAAS/HRMS, then we'd like to talk to you!