Lead, Product Support
On-siteGurugram, Haryana, India
Job Summary
Lead and develop a team of four Product Support Specialists, managing onboarding, performance, and career development while coaching them to operate with independence. Represent team priorities to leadership and partner with Product Support Management to synthesize evidence, ensure root cause analyses are completed, and drive changes that prevent recurrence. Co-own support health metrics including resolution rates, CSAT, and deflection performance, turning patterns into prioritized actions to tighten workflows and eliminate manual toil. Pressure-test product launches for agent readiness and partner with vendor operations to improve first-contact resolution and reduce bad escalations. Co-own accuracy of support content, troubleshooting guides, and policy interpretations to ensure agents have reliable guidance. Participate in on-call support when needed.
Required Qualifications
- 8+ years in technical support, product support, or a comparable operational role, including significant time at a senior or escalation tier.
- Direct people management experience, including ownership of performance and career development, with a track record of developing individuals and raising the collective performance of a team.
- A demonstrated track record of independent root cause analysis on complex technical issues, and the judgment to know when to go deep yourself and when to delegate.
- Experience owning incident response for high-severity issues, including coordinating cross-functional teams under time pressure.
- Breadth across multiple support domains, or clear evidence you can get up to speed on an unfamiliar one quickly.
- Excellent written communication.
- Strong cross-functional influence without authority.
- Comfort with ambiguity.
- Willingness to participate in on-call support when needed.
Desired Qualifications
- Experience owning support content at scale, with real evidence that content changed outcomes (deflection, handle time, resolution quality).
- Experience building or scaling a support team through a period of significant growth or change.
- Prior experience supporting a developer, creator, or partner audience alongside a general consumer base.
- Experience working with BPO or outsourced support partners.
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