Product Support Manager at Lendsqr

About this role

The Product Support Manager role is a highly technical and analytical role. At Lendsqr, our customers are at the forefront and the product support manager is the gatekeeper of our customer management processes. The Product Support Manager is one who puts customers first. He or she would be able to rally other support officers behind common team goals and visions and equip the team with the right processes, tools, and ideas to achieve customer satisfaction.

The ideal candidate for this job is able to think quickly on their feet and must have a knack for solving problems. You’d be required to help customers make the most out of the platform and maximize their satisfaction with the product. They are resilient, responsible, and analytical.

The role is very rewarding as you get satisfaction from solving problems for your customers every day. If you believe you have the grit, attitude, and skills to take on this role then please apply!

Responsibilities

• The product support manager is responsible for managing a team of customer support representatives who handle customer inquiries, complaints, and issues related to the product.
• The manager is also responsible for ensuring that the product is regularly maintained and updated to meet customer needs and preferences.
• The manager ensures that product documentation, including manuals and user guides, are up-to-date and accurate.
• The product support manager also develops and delivers training programs to customer support representatives and end-users on how to use the product effectively.
• The manager is responsible for gathering feedback from customers and internal teams to identify areas for improvement in the product.
• The manager coordinates with the product development team to ensure a smooth launch of new products, including testing, training, and customer support.
• The manager collects and analyzes data on customer support inquiries and product usage to identify trends and make data-driven decisions.
• The product support manager develops and manages budgets for customer support activities, including personnel, training, and technology resources.
• The manager communicates regularly with stakeholders, including customers, product development teams, and executives, to ensure alignment and provide updates on product support activities.

Requirements

• A minimum of bachelor's degree in engineering or any other relevant field.
• Minimum of 2 years of work experience as a customer support rep, product manager, product specialist, or any other associated field.
• Minimum of 2 years leading a team.

Competencies/Skills

• Excellent analytical and problem-solving skills.
• Excellent interpersonal skills.
• Excellent verbal and written communication skills.
• Must be detail-oriented and a quick learner.
• Familiarity with product support tools and technologies.
• Proven ability to manage multiple priorities and meet deadlines.
• Passion for providing exceptional customer service.
• Positive attitude, team player, and self-starter.

Compensation Structure

• Base pay
• Incentive pay 
• Internet data reimbursement
• Other company benefits as defined by policy