What You'll Achieve:

• Collaborate closely with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to ensure cohesive Product Support operations across the global organization. - This role will support the growth and maturity of product support programs by identifying areas of improvement, partnering with Product and Engineering teams to refine support processes, policies, and tooling, and serving as one of the drivers of product support excellence within Customer Experience (CX). - Manage executive-level product escalations end-to-end, including stakeholder communication, customer updates, and coordination with global product and engineering teams to drive timely and effective resolution. - The successful candidate should have deep product support expertise, strong experience driving process improvements, and a proven ability to collaborate cross-functionally, along with experience managing and developing high-performing teams of product support specialists across multiple levels. - Analyze data regularly and drive continuous improvement. - Maintain and report on KPIs and provide ad hoc reporting as necessary. - Proactively identify areas for improvement and own the implementation of necessary changes to CX support processes. Own, coordinate and ship process improvements in collaboration with the User Ops, and influence on behalf of CX for cross-functionally owned processes and tools. - Participate in the global on-call rotation to cover incidents. # Skills You'll Need to Bring:

• 8+ years of work experience in Product support team of a software company. - 3+ years of work experience in leading and managing a Product support team. - You have deep understanding of the nuance of managing product support and executive escalations, and can apply that to improve the customer experience. - You are extremely user-focused, with a passion for solving problems that increase the user quality of life for customers. - You are deeply passionate about developing others, finding energy and purpose in mentoring team members to reach their full potential, and taking pride in seeing them thrive under your leadership. - Strong technical support foundations, including log reading and basic debugging, core API concepts, webhook fundamentals, and SSO basics (OAuth and SAML). - Proficiency in incorporating AI into day-to-day work (e.g., drafting and refining customer responses, summarizing context, analyzing trends, and accelerating troubleshooting) while applying strong judgment, privacy, and quality standards. - Proven ability to triage, troubleshoot, and handle support tickets end-to-end, including prioritization/severity judgment, clear written communication, and timely stakeholder updates. - You have strong data reporting and data analytics skills. - Strong organizational skills with the ability to manage multiple priorities in a dynamic environment. - Experience handling business intelligence tools and systems such as Salesforce, Zendesk, Hex, Looker. - Experience building robust and scalable processes spanning across go-to-market and technical teams. - Ability to deep dive and own projects individually while also delegating and empowering team members to deliver. - You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results. # Nice to Haves: