Product Support Lead
CurrentJob Descriptions :- Team Leadership: Managed a support team of [team size], providing guidance and resources to ensure they meet customer service targets.- Developing SOPs and Best Practices: Designed and implemented standard operating procedures and best practice guidelines, improving efficiency and service quality.- Data Analysis and Reporting: Collected CRM data to analyze customer issue trends and generated regular reports that supported product improvement.- Complex Case Escalation Management: Handled escalated, complex issues, acting as a point of contact between customers and technical teams.- Service Quality Enhancement: Identified service improvement areas, designed training programs for the team, and provided regular feedback.- Cross-Functional Collaboration: Partnered with product development, marketing, and management teams, leveraging customer feedback insights to inform product development.- SLA Implementation: Ensured compliance with company SLAs on all requests and escalations, monitoring team performance to maintain high standards.- KPI Management: Set and tracked Key Performance Indicators (KPIs) for team members to maintain productivity and efficiency targets.- Customer Satisfaction Programs: Led initiatives like post-service surveys and follow-up actions to enhance customer satisfaction.- Product Documentation and Training: Created user-friendly documentation, FAQs, user guides, and tutorial videos to assist users in product navigation.- Service Quality Monitoring: Conducted regular evaluations and service monitoring to uphold quality and consistency in team support services.Tools : Dashboard, Google Spredsheet, Google Doc, Damcorp, PostgreSQL, Postman
