Lead, Support Operations Excellence

Lead and develop the team

• Manage, coach, and grow a team of four Product Support Specialists, owning onboarding, performance, and career development. You’ll set direction and hold the quality of output for the team. Coach them to grow their scope and operate with independence.
• Set clear standards for what good looks like at each level, and give direct, specific, and frequent feedback against them.
• Represent the team's work, constraints, and priorities to leadership and to cross-functional partners.

Partner with the Product Support Management team

• Serve as the primary point of contact between the PSS team and PSM, ensuring the issues your team surfaces arrive with the synthesis, evidence, and recommendation needed to act on them.
• Own the quality bar for what your team escalates into the PSM and engineering prioritization process.
• Ensure RCAs are completed, documented, socialized with the right stakeholders, and work with the PSM team to ensure they are translated into changes that prevent recurrence.
• Step in personally on the highest-stakes and most ambiguous problems, and partner with the PSM team to make the call when the path forward is unclear.

Drive support health and operational excellence

• Co-own the health of product support across your domains: contact drivers, resolution rates, reopen and escalation rates, deflection performance, CSAT, and where users are getting stuck.
• Turn patterns into prioritized action: recurring issues, missing coverage, misleading documentation, and product gaps get surfaced with a recommendation.
• Hold the line on quality standards, tighten workflows and handoffs between support, engineering, and product, and eliminate manual toil through better process and tooling.
• Support Launches:
• Get ahead of launches: make sure upcoming product and policy changes are pressure-tested from a support perspective, and that content, tooling, and agent readiness are in place before users feel the change.
• Contribute to the successful launch of new support streams and initiatives by providing subject matter expertise, process guidance, and team capacity.
• Partner closely with the PSM team to establish a regular feedback loop on support health proactively identifying areas of strength, flagging degrading performance, and driving actionable mitigation plans.
• Vendor & Escalation Quality: Partner with vendor operations (BPO/Tier 1) to establish feedback loops that improve first-contact resolution, reduce bad escalations, and ensure frontline agents are enabled on critical product changes.

Knowledge & Support ContentOwn knowledge and scaled support

• Co-own the accuracy/ information within support content that agents depend on along with PSMs, ensuring workflows, policies and guidance are accurate and up to date. Ensure support content which includes but is not limited to, troubleshooting guides, decision trees, structured resolution paths, policy interpretations are clear, current, and reliable for the support agents who use it.
• Partner with Knowledge Management, Training, and Quality teams to align documentation, agent enablement, and quality control with what the data says users actually need.