1. Become a subject matter expert on the product through customer support and product/engineering interaction.
2. Lead a team of specialists providing product support and design an onboarding program as the team expands.
3. Own team performance and KPIs, driving improvements through data-driven experimentation.
4. Collaborate with product/engineering to provide feedback and reduce support resolution times.
Role Responsibilities:
1. Ensure your team has the tools and resources to assist customers through product releases.
2. Communicate with executive leadership on priorities, projects, and goals.
3. Adapt support practices, refining processes in collaboration with leadership.
4. Design and oversee training, QA, and metric management programs at scale.