Product Support Manager

Lead a product support team, manage escalations, and improve global support processes.

• •The Product Support Manager will lead a team of Product Support Specialists in Hyderabad, drive escalation management, and improve global support processes in partnership with Product and Engineering.
• •Key Responsibilities Lead and develop a high-performing product support team across multiple levels.
• •Manage executive-level product escalations end-to-end and coordinate cross-functional resolution.
• •Analyze data, maintain KPIs, and drive continuous process improvements.
• •Partner with Product, Engineering, and User Ops to refine support tooling and policies.
• •Participate in global on-call rotation for incident coverage.
• •Requirements 8+ years in product support at a software company. 3+ years managing product support teams.
• •Deep expertise in escalation management and process improvement.
• •Proven cross-functional collaboration with Product and Engineering.
• •Strong data-driven and KPI reporting experience.