An organization are seeking a
Head Of Technical Product Support (SaaS)
Key Responsibilities
- Strategic Leadership and Vision
- Develop and execute a comprehensive strategy for the SaaS Product Support organization, aligning it with company objectives and customer needs.
- Lead initiatives to evolve support functions toward proactive and predictive customer service, including automation and AI-driven support technologies.
- Monitor industry trends and emerging technologies, integrating them into support processes to enhance customer satisfaction and operational efficiency.
- Team Leadership and Development
- Recruit, train, and mentor a high-performing product support team, fostering a culture of continuous learning and customer-centricity.
- Set clear goals and performance metrics for support teams and provide regular feedback to drive excellence.
- Lead professional development programs to upskill team members and identify future support leaders.
- Customer Support Operations and Process Improvement
- Oversee daily support operations, ensuring that teams adhere to SLAs, and customer satisfaction levels are maintained.
- Continuously assess and optimize support processes, driving initiatives that enhance efficiency, reduce ticket volume, and improve first-contact resolution.
- Implement and manage support tools (e.g., CRM, ticketing systems) to streamline workflows, improve response times, and facilitate data-driven decisions.
- Cross-Functional Collaboration
- Serve as the primary liaison between the support, product, and engineering teams to ensure alignment on product issues, improvements, and feedback.
- Collaborate with customer success, sales, and marketing teams to address customer pain points, identify up-sell opportunities, and improve overall customer experience.
- Provide product feedback and insights to guide product development and prioritize feature requests based on customer needs.
- Data-Driven Decision Making
- Establish and monitor KPIs for support performance, such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Average Resolution Time, and First Contact Resolution (FCR).
- Utilize data and analytics to identify trends, predict customer needs, and proactively address recurring issues.
- Generate regular reports on support performance for executive leadership, providing insights and actionable recommendations.
- Customer Advocacy and Continuous Improvement
- Champion the voice of the customer, ensuring customer feedback is integrated into the support and product development processes.
- Develop self-service resources, knowledge bases, and training materials to empower customers and reduce incoming support requests.
- Lead post-mortem reviews for major incidents, implementing preventive measures to improve customer satisfaction and reduce future issues.
Qualifications
- Education: Bachelor's degree in Business, Computer Science, or a related field. Master's degree or equivalent experience in a SaaS environment preferred.
- Experience:
- 10+ years of experience in customer support, with 5+ years in a leadership role, preferably in a SaaS environment.
- Proven track record of building and scaling high-performing support teams and delivering measurable improvements in customer satisfaction and operational efficiency.
- Skills:
- Strong understanding of SaaS product ecosystems, support metrics, and technologies.
- Proficiency with CRM and ticketing systems (e.g., Salesforce, Zendesk) and data analysis tools.
- Exceptional leadership and communication skills, with experience managing distributed and cross-functional teams.
- Ability to analyze data and generate actionable insights to drive strategic decisions.
Key Competencies
- Customer-Centric Mindset: Passion for delivering exceptional customer experiences and driving customer success.
- Analytical and Data-Driven: Ability to leverage data for strategic planning, performance tracking, and issue resolution.
- Collaborative: Strong collaboration skills with a track record of working effectively with product, engineering, and customer success teams.
- Problem-Solving: A proactive approach to identifying challenges and implementing solutions that balance customer and business needs.
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