Program Manager – Location: Kochi,

At Linways, we build smart systems that help educators create smarter people and a better world. We are looking for a Program Manager to lead our Technical Support team and ensure every institution using Linways gets fast, reliable, and outcome-driven support.
The ideal candidate is a strong people leader with solid technical depth, who can turn customer problems into product improvements, mentor a growing team, and work closely with Product and Engineering in an Agile/Scrum setting.

Key Responsibilities

● Lead & Develop the Support Team

○ Lead, mentor, and manage a team of Technical Support Engineers.
○ Allocate and prioritize work, monitor team performance, and ensure timely resolution of issues.
○ Conduct performance reviews, 1:1s, and coaching sessions; identify and drive training and upskilling needs.

● Own Escalations & Customer Outcomes

○ Act as the primary escalation point for critical and high-impact customer issues.
○ Take end-to-end ownership of escalations, ensuring clear communication, follow-through, and closure.




○ Monitor support SLAs, ticket trends, and customer satisfaction (CSAT/NPS), and drive continuous process improvements.

● Partner with Educational Institutions

○ Build and maintain strong relationships with educational institutions and key stakeholders (management, faculty, IT teams).
○ Understand customer requirements, use cases, and constraints, and recommend the best Linways product solutions.
○ Conduct product demonstrations, client onboarding, admin/faculty training sessions, and workshops to maximize adoption.

● Drive Cross-Functional Collaboration

○ Work closely with Product, Development, and QA teams to improve customer experience and product quality.
○ Represent the “voice of the customer” in internal forums and contribute to product roadmaps and release planning.
○ Collaborate with Agile/Scrum teams to prioritize issues, plan sprints, and support successful product releases.

Qualifica

📌 Program Manager (Kochi)
🏢 Linways Technologies
📍 Kochi