Manager

• Lead a dedicated product support team to ensure customers maximize product value and receive exceptional support
• Hire, onboard, mentor, and develop support specialists and optimize team capacity
• Ensure the team hits monthly support targets and performance metrics (first contact resolution, CSAT 90%+)
• Own and optimize human support systems including queue segmentation and prioritization
• Analyze customer feedback to identify trends and provide insights to product and engineering
• Collaborate cross-functionally with product and engineering; coordinate incidents and lead escalations and high-priority responses
• Support diverse customer base (enterprises to SMBs) and drive continuous improvement

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