Manager, Product Support

At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. That's why at Appfire, you choose. **Choose to work where you thrive:** Whether from home, in one of our offices, or while exploring the world, you decide where you're most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remote\-first company, we've got you covered. **Choose to balance your life without compromise:** Plan your workday around your needs and what matters most to you. Enjoy flexible time off without the hassle of complicated approvals. From day one, we trust you to deliver quality work without sacrificing your personal life, hobbies, loved ones, and well\-being. **Choose to grow on your terms:** Take charge of your professional growth with access to online learning platforms, facilitated training, leadership programs, and internal hackathons. Collaborate with a global team to gain fresh perspectives. When you're ready for a new challenge, our internal mobility program is here to support your journey. No one knows you better than you do. So join us and customize your experience. Choose how you want to work. Choose Appfire. We're looking to hire The Manager of Product Support team, that focuses on setting goals and objectives for team members to achieve operational results regarding effective troubleshooting methods, testing methods, procedures, and problems, product specification and retention problems, as well as a minor redesign of products, analysis of customer issues, and optimizing production relative to cost constraints. **What you will do:** * Supports execution of plans for Customer Support Strategy: Developing and implementing strategies for delivering excellent customer support, ensuring customer satisfaction, and maintaining excellent customer relationships. Resolving user inquiries, troubleshooting technical issues, and providing timely and effective resolution to problems, assisting users with software installation, configuration, usage, and troubleshooting through remote assistance. * Leads and manages team of customer support representatives and is responsible for hiring, training, coaching, and performance management. Administers user\-reported issues or incidents in a ticketing system, prioritizing and resolving tickets based on severity and impact, ensuring that user issues are addressed within agreed\-upon service level agreements (SLAs). * Supports management of stakeholder relationships and expectations for cross\-functional collaboration: collaborating with other teams such as product development, licensing, sales, and marketing to provide customer feedback, insights, and suggestions for product improvements, software updates, patches, and bug fixes. Acts to foster collaboration with Development and Operations teams to ensure smooth software upgrades and address compatibility or performance issues. * Performs operational tasks for a positive user experience and maintains strong relationships with users, striving to exceed user expectations, gather feedback, and provide excellent customer service to enhance user satisfaction and loyalty. * Responsible for implementing strategic initiatives for recurring or complex issues to identify underlying causes. * Supports the process of Customer Training and Documentation: Developing customer problem\-solving training materials, documentation, and self\-help resources to empower customers to use the product and troubleshoot common issues effectively. Managing testing and quality assurance processes for new software releases or updates, participating in test case creation, execution, and validation to ensure that the software meets quality standards and performs as expected. * Supports practical usage of communication channels for Customer \& Marketplace Satisfaction: Monitoring customer satisfaction levels through surveys, feedback, and other methods and implementing strategies to improve overall customer satisfaction and loyalty. User training sessions, workshops, and webinars to educate users on the features, functionalities, and best practices of the product or software application. * Performs tasks supporting the introduction of innovative solutions to ensure alignment with industry trends, technologies, and best practices related to the product or software application. * Executes plans for Product Knowledge: Acquires and maintains in\-depth knowledge of the company's platforms, products, or services to provide customers with effective support and troubleshooting assistance. Supports process improvement efforts: Continuously evaluating and improving customer support processes, workflows, and tools to enhance efficiency, effectiveness, and global customer experience. **What you will need:** * Prior experience as the Manager of Product Support team * Prior experience working in the Product company (SaaS) * Fluency in English **What do we offer:** * Join Product\-first, remote global organization with 800\+ employees across 28 countries * Insurance Coverage \- Appfire provides comprehensive group health insurance for you and your family, including dependent parents, at no additional cost. Coverage also includes parental protection, personal accident insurance, and term life insurance aligned with job level. * Work From Home Allowance \- to support your remote work setup, Appfire provides a work\-from\-home allowance of up to INR 12,000 per year, paid monthly. * Volunteering \- Every employee receives 3 fully paid days each year to participate in our Corporate Social Responsibility (CSR) program supporting local communities. * Crèche benefit for employees coming to the office to help parents balance work and childcare. \#LI\-Remote **About Appfire** ----------------- **A people\-first approach to business** Since its inception, Appfire has been a remote\-first company. With 850\+ employees (who we call fireflies) across 28 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally. **Making an impact** At Appfire, CSR means embedding purpose, responsibility, and impact into everything we do. We use our people, products, and partnerships to make a meaningful difference in the world, we act responsibly as a business, and we empower communities while strengthening our skills and culture and fostering belonging across Appfire. In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy. Appfire has since grown our Pledge 1% program to include all four pledge types — product, profit, equity, and employee time. We were among the first to do this, and we're proud that Pledge 1% is part of our evolution. **Our business** Appfire mission to equip and connect every team so they can plan and deliver their best work. We are committed to…