Product Support Manager, APAC

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Requirements:

• Exceptional communication and problem-solving skills.
• Strong attention to detail and organizational abilities.
• 3+ years of technical support experience with a focus on escalations.
• Bachelor's degree in a related field and proficiency in NetSuite.
• Experience in team management or mentoring, with a customer-centric mindset.
• Basic understanding of programming concepts and a commitment to continuous learning.

Responsibilities:

• Lead and manage the Support Analysts team for high-quality service delivery.
• Oversee the case queue and prioritize resources effectively.
• Assist with complex issues and mentor Support Analysts.
• Monitor team performance against KPIs and prepare reports for management.
• Conduct regular team meetings and facilitate training sessions.
• Collaborate with cross-functional teams for smooth customer transitions.
• Gather customer feedback to inform product improvements.
• Ensure compliance with company policies and promote a customer-centric approach.