Head Of Product Support

3 days ago

Lahore, Punjab, Pakistan Programmers Force Full time 6,000,000 - 12,000,000 per year

Key Responsibilities:

Department Setup & Strategy:

  • Build and structure the Product Support Department from scratch, including processes, SLAs, escalation frameworks, and support policies.
  • Define department KPIs and establish regular performance reporting.
  • Develop support playbooks, training manuals, and response frameworks for both technical and non-technical support teams.
  • Set up tools and systems for efficient ticket management, communication, and analytics

Leadership & Team Management:

  • Recruit, train, and manage a team of Support Engineers
  • Foster a high-performance, customer-first culture focused on accountability, empathy, and ownership.
  • Implement tiered support models (L1/L2/L3) and create collaboration channels with Product, QA, and Engineering teams.
  • Provide leadership in customer issue resolution, escalations, and major incident management.

Process & Performance Optimization:

  • Continuously evaluate and improve support processes for efficiency and customer satisfaction.
  • Analyze support data to identify trends, recurring issues, and areas of improvement.
  • Collaborate closely with the Product and Engineering teams to feed insights and feature improvement requests based on customer feedback.

Customer Experience & Relationship Management:

  • Serve as the face of support for enterprise and strategic clients, ensuring quick resolution and satisfaction.
  • Develop proactive support and customer success strategies to reduce churn and enhance product adoption.
  • Monitor and ensure 24/7 support coverage for global clients across different time zones.

Requirements:

  • Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
  • 8+ years of experience
    in Product Support, Technical Support, or Customer Success for SaaS/Tech-based products.
  • Proven experience in
    building and leading support operations from scratch
    in a fast-paced, product-led environment.

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