Product Support Lead

1 week ago

Singapore REAL ESTATE ANALYTICS PTE. LTD. Full time

**Supervise**:Manage and mentor support agents, ensuring high performance and adherence to SLAs.
- **Issue Resolution**:Act as the escalation point for complex product issues and ensure timely resolution.
- **Customer Experience**:Monitor and improve the overall customer support experience.
- **Product Feedback**:Collaborate with product, engineering, and QA teams to relay user issues, feature requests, and recurring bugs.
- **Documentation**:Oversee the creation and maintenance of knowledge base articles, FAQs, and product documentation.
- **Training**:Develop training materials and ensure support teams are up-to-date with product knowledge.
- **Reporting**:Analyze support metrics (e.g., ticket volume, response/resolution time) and report on trends.

**Requirements**:

- At least 5 years of similar experience
- Previous supervisory experience
- Deep understanding of the product and customer use cases
- Strong communication and interpersonal skills
- Technical troubleshooting and problem-solving ability
- Experience with support platforms (e.g., Zendesk, Intercom, Freshdesk)
- Ability to translate technical details into user-friendly language
- Cross-functional collaboration

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