Product Lead
Core
Coach and train Customer Success teams on product knowledge, technical expertise, and customer support strategies while managing escalated technical queries and operational issues.
Role type
Senior IC Product Lead (Customer Success & Training)
Builds
Customer support capabilities, training materials, and operational processes
Domain
Customer Success / Technical Support
Required skills
Training & coaching, Technical troubleshooting, Quality assurance, Process improvement, Stakeholder collaboration, Data analysis
Preferred skills
Customer communication, Root cause analysis, Service level management
Technologies
None explicitly stated
Responsibilities
Coach and train Customer Success teams on product functionality and troubleshooting; Manage escalated technical queries and operational escalations; Design and optimize customer communication templates; Perform quality assurance assessments on customer interactions; Monitor service quality metrics and emerging trends; Support operational planning and resource allocation.
Seniority
Senior, hands-on IC
