Product Support Manager

About the role

In this pivotal position, you will oversee a dedicated team of Product Support Specialists located in Hyderabad, ensuring that operations run smoothly and customer issues are resolved effectively. Your role will involve collaborating with regional leadership and various cross-functional teams to enhance support processes and manage intricate product escalations. You will be instrumental in driving the overall quality of customer support and ensuring that the team meets high operational standards.

Key facts

What you'll do

• Lead and guide a diverse team of Product Support Specialists, providing mentorship and fostering professional growth at various levels.
• Work closely with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to uphold and enhance global operational standards.
• Take charge of managing complex product escalations, ensuring effective communication with stakeholders and facilitating technical resolutions.
• Identify areas for improvement within support policies, tools, and internal processes, implementing changes that enhance efficiency and effectiveness.
• Track and analyze key performance indicators (KPIs) to inform data-driven decision-making and improve support outcomes.
• Participate in a global on-call rotation to address urgent incidents and ensure timely resolution of critical issues.
• Collaborate with Product and Engineering teams to represent customer needs and refine support workflows, ensuring alignment with product development.
• Develop and implement training programs for the support team to enhance their technical skills and customer service capabilities.
• Create and maintain documentation for support processes and best practices to ensure consistency and knowledge sharing within the team.
• Foster a culture of continuous improvement by encouraging team members to share feedback and suggest enhancements to existing processes.
• Engage in regular performance reviews and provide constructive feedback to team members to support their career development.

Requirements

• A minimum of 8 years of experience in product support within a software organization, demonstrating a deep understanding of customer needs and support operations.
• At least 3 years of experience in a leadership role, managing a product support team and driving performance improvements.
• Strong technical skills, including the ability to read logs, debug issues, and understand core API concepts, webhooks, and SSO protocols such as OAuth and SAML.
• Proven ability to triage and resolve support tickets efficiently while managing severity levels and prioritization effectively.
• Experience in data analytics and reporting, with a track record of using data to drive decisions and improve support processes.
• Demonstrated capability to develop scalable processes that bridge go-to-market and technical departments, enhancing overall operational efficiency.
• Familiarity with AI tools to assist in troubleshooting, trend analysis, and drafting communication for support-related issues.

Nice to have

• Experience working in a dynamic startup environment, showcasing adaptability and a proactive approach to challenges.
• Previous exposure to Notion or familiarity with its features and functionalities, providing a head start in understanding customer needs.
• Knowledge of customer experience best practices and a passion for delivering exceptional service to users.

Skills & tools

• Proficient in Salesforce for customer relationship management.
• Experienced with Zendesk for ticketing and support management.
• Familiarity with Hex for data visualization and analysis.
• Knowledge of Looker for reporting and business intelligence.
• Understanding of SSO protocols, specifically OAuth and SAML.
• Strong grasp of API and webhook fundamentals to facilitate technical support.
• Competence in data analytics and reporting to drive insights and improvements.

Practical notes

• This position is a hybrid role based in Hyderabad, allowing for a blend of in-office and remote work.
• Notion is committed to being an equal opportunity employer and offers reasonable accommodations for applicants during the hiring process upon request.
• The salary for this full-time role will be competitive and commensurate with experience, reflecting the importance of this position within the organization.
• Visa sponsorship may be available for qualified candidates, ensuring that the best talent can join our team regardless of their current location.