Product Support Manager
2 weeks ago
**Company Overview**:
Real Estate Analytics Pte Ltd (REA) is a leading provider of data-driven insights and advanced analytics for the real estate industry. We leverage cutting-edge technologies to deliver valuable solutions that empower real estate professionals to make smarter, data-backed decisions. Our mission is to transform the real estate landscape by offering a suite of tools designed to enhance market analysis, valuation accuracy, and investment strategies.
**Job Description: Product Support Manager**
We are seeking a highly skilled and motivated Product Support Manager to lead our product support team. This role is responsible for ensuring exceptional customer service, optimizing support processes, and collaborating closely with cross-functional teams to improve our product and enhance user satisfaction. The Product Support Manager will serve as a key liaison between customers and product teams, identifying and resolving issues, implementing best practices, and driving continuous improvement in product support.
**Key Responsibilities**:
- Oversee the daily support operations, ensuring that customer inquiries, issues are handled effectively and promptly
- Identify opportunities to streamline support workflows, reduce response times, and improve the quality of support services
- Collaborate closely with database team, product developers and sales team to provide insights from customer feedback to achieve product improvements and feature requests.
- Develop and maintain a comprehensive knowledge base for all company products, FAQs, and support documentation for customers and internal teams.
- Capture and analyse customer feedback to identify pain points, common issues, and improvement areas.
- Communicate these insights to relevant teams to enhance product quality.
- Act as the point of contact for complex or high-impact customer issues and escalations, providing guidance to support staff and direct resolution
**Qualifications**:
- Bachelor’s degree in business, Information Technology, or a related field (or equivalent experience).
- 4+ years of experience in customer or product support, with at least 2 years in a managerial or leadership role.
- Strong technical aptitude, with the ability to understand complex product functionality and troubleshoot issues effectively.
- Experience with support platforms and CRM systems (e.g., Jira, Confluence, Zendesk, Salesforce, Freshdesk).
- Proven leadership and people management skills with experience in team development and performance management.
- Exceptional communication and interpersonal skills, with a customer-first approach.
- Analytical mindset with the ability to leverage data to drive decisions and improvements in support processes.
- Problem-solving abilities with experience in handling high-stakes escalations and working with cross-functional teams to resolve customer concerns
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