Mgr. Product Support
Core
Lead a product support team to deliver world-class customer experiences and drive customer success for a workforce operating platform.
Role type
Senior IC Product Support Manager
Builds
Customer support operations and team performance
Domain
HR Technology / Workforce Management
Required skills
People management, customer service, leadership, process improvement, Salesforce CRM, KCS practices, metrics analysis, stakeholder communication
Preferred skills
HCM domain experience, remote team management
Technologies
Salesforce CRM
Responsibilities
Develop strategies and operating plans for the support team, guide direct reports on operational challenges, analyze team metrics to predict needs, implement process improvements, manage support requests in Salesforce, ensure adherence to support processes, provide management updates, resolve inter-departmental workflow issues, meet service level objectives, act as escalation resource, participate in on-call rotations
Seniority
Manager, hands-on leadership