Proven experience in a Product Support Management role within a fast-paced tech or e-Commerce environment.
Excellent leadership abilities and a track record of managing high-performing teams.
Strong technical background, with the ability to understand and troubleshoot complex issues.
Exceptional communication and interpersonal skills, capable of engaging effectively with both technical and non-technical stakeholders.
Customer-focused mindset, with a passion for delivering outstanding service and support.
Experience with data analysis and feedback gathering tools to inform product improvement strategies.

Responsibilities

What We're Looking For

Proven experience in a Product Support Management role within a fast-paced tech or e-Commerce environment.
Excellent leadership abilities and a track record of managing high-performing teams.
Strong technical background, with the ability to understand and troubleshoot complex issues.
Exceptional communication and interpersonal skills, capable of engaging effectively with both technical and non-technical stakeholders.
Customer-focused mindset, with a passion for delivering outstanding service and support.
Experience with data analysis and feedback gathering tools to inform product improvement strategies.

The Role

The Product Support Manager will play a pivotal role in ensuring our platform operates seamlessly and effectively meets the needs of our users.
This position involves a blend of technical acumen, customer service expertise, and leadership skills to manage and enhance our product support operations.
By joining our team, you'll be contributing directly to our mission of transforming commerce in emerging markets.

Main Duties
User Support Excellence:

Lead a team dedicated to providing outstanding support to users of the RedCloud platform, ensuring swift and effective resolution of issues.

Product Improvement Insights:

Gather and analyze user feedback to drive continuous improvement of the platform, collaborating with the product development team to enhance user experience.
Team Development:
Manage and develop the Product Support team, setting objectives, conducting performance appraisals, and fostering a culture of excellence.

Stakeholder Engagement:

Work closely with other departments to ensure product support strategies align with overall business objectives and user needs.

Quality Assurance:

Oversee the development and implementation of quality assurance protocols to maintain high standards of product support.

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