Product Support Manager$ 100k/Year ($ 50/Hour for 40 hours of productive work per week) Remote Position Long-term
Do you enjoy challenging your technical acumen? Have you identified complex patterns to improve software products? Are you passionate about solving complex issues and providing exceptional customer experiences? Are you able to couple your technical knowledge with your exceptional verbal and written communication skills? If so, then you belong to our elite support team!
Product Support Managers are the cream of the crop. They are the most highly skilled, elite support agents passionate for solving complex technical issues and act as leaders. You will deep dive into complex technical issues, and effectively communicate resolutions in both verbal and written form to your teams. You will access the highest technical resources available for problem resolution or new feature creation and document new fixes to be used by L1 and L2 personnel.
-Daniele DF, Product Support Manager
Product Support Managers at Crossover are excited about their mission to deliver world-class service and solve complex technical issues to help customers with their queries and understand how products could be fixed or improved.
Product Support Managers are experts in coupling their technical acumen with their superb communication skills to deliver world-class service. With their advanced technical skills and knowledge, they provide innovative solutions to complex issues. These leaders enjoy collaboration and sharing their knowledge to contribute to the business needs by creating and improving procedures, knowledge base articles, and workflows.
Through contributing to the playbooks and assisting in the implementation of new products, PSMs play an essential role in growing and supporting the business infrastructure.
As product support manager your core responsibilities include, but are not limited to the following:
Take ownership of customer most complex technical issues and work diligently to find a resolution by duplicating, analyzing and documented resolutions.
Contribute to the creation and documentation of playbooks
A hiring event is a scheduled online event where all our relevant testing relating to a role is conducted on the same day. Submissions received during the event are graded the following week, and successful candidates notified if they have progressed to the next round which is an online interview with a Hiring Manager.
As technical support experts and future leaders in the organization, your core responsibilities include, but are not limited to the following:
Take ownership of customer issues and work diligently to find a resolution
Document new solutions for use by Level 1 and Level 2 customer support engineers
Contribute to the creation and documentation of playbooks
Deliver a world-class experience in each ticket interaction
Provide remote technical support across multiple technologies for multiple products
Proactively help customers by getting in front of problems and potential issues
Meet and exceed weekly production and quality goals
Facilitate training and collaborate with teammates to improve quality
In your role as a Product Support Manager, you will continue to develop and master your technical and customer support skills. You will also be challenged to translate technical jargon so customers and Level 1 & Level 2 agents will be able to understand and resolve issues quickly and efficiently. With your exceptional written skills, you will learn to create valuable knowledge base articles and procedures and contribute to building playbooks to support and improve the business infrastructure.
You will develop the ability to seek continuous improvement through our productivity tool, ‘WorkSmart,’ which will help you develop critical skills through identifying moments of high intensity and focus, communicate blockers to your manager, and see your progress on achieving metric performance goals. You will also receive candid feedback weekly to learn, develop and grow in your role and accelerate your career faster than in any other software company in the industry. You will learn how to grow in your role and accelerate your career faster than in other software companies in the market.
Work ExamplesEvery job creates excellent work. We want to show you the types of things you will learn, using real work examples of the processes, training examples, playbooks, projects you will build on the job.
Knowledge Base article creation
Here’s an article on why knowledge management is vital for this position and which types of knowledge base articles we create internally
Relevant Files and LinksHere are a few relevant books that will help you understand the expectations & align you with Crossover’s hiring managers’ philosophy
What does a typical day look like for a Product Support Managers?
Product Support Managers are mainly responsible for resolving complex customer issues, the creation of knowledge base articles and achieving weekly performance and quality goals. As the highest tiered support agent, these Managers contribute to the creation and improvement of playbooks to support the business infrastructure.
Can you give some example metrics/deliverables for the job of a Product Support Manager?
Product Support Engineers are expected to meet and exceed weekly production and quality goals. These may include: NPS, Quality, Ticket Backlog and other target goals defined by the business.
Who does the Product Support Managers report to directly?
Customer Support Manager
What types of products will we support?
The products we support range from vertical specific software to developer tools to retail and everything in between. Since most of the customer we support growth through acquisition - the portfolio is a broad list comprising of SaaS, on-premise software, tech-enabled managed service and pure IT consulting companies in North America and Europe.