Job Description

• Chandigarh, India

About The Role

As the Head of Product Support at Sprouts.ai, you will play a crucial role in ensuring the delivery of exceptional support services to our clients. With a minimum of 10 years of experience in supporting SaaS products, you will lead a team of support engineers, providing technical expertise, guidance, and resolution to complex issues. You will be responsible for maintaining high levels of customer satisfaction and driving continuous improvement in our support processes.

Duties / Responsibilities

• Lead and manage the support team (consisting of functional and technical support members), including hiring, training, coaching, and performance evaluation.
• Provide guidance and expertise to support engineers, assisting them in troubleshooting and resolving escalated customer issues.
• Serve as the primary point of contact for complex issues, working closely with customers, internal teams, and third-party vendors to ensure timely resolution.
• Act as an escalation point for critical incidents, coordinating with cross-functional teams to prioritize and resolve issues efficiently.
• Develop and maintain a deep understanding of our SaaS products, including their architecture, functionality, and integration points.
• Collaborate with Product Development and Engineering teams to identify and prioritize product enhancements and bug fixes based on customer feedback and support trends.
• Implement and optimize support processes, procedures, and tools to improve efficiency and effectiveness in issue resolution.
• Analyse support metrics and KPIs to identify trends, patterns, and areas for improvement, providing recommendations for corrective actions.
• Proactively communicate with Customer Success teams/customers to provide updates on issue status, resolutions, and preventative measures.
• Participate in on-call rotations to provide 24/7 support coverage for critical incidents and emergencies.
• Mentor and develop team members, fostering a culture of continuous learning and professional growth.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 10 years of experience in supporting SaaS products, with at least 5 years in a Support manager role.
• Strong technical background with expertise in troubleshooting and resolving complex technical issues related to SaaS applications.
• Excellent communication skills, with the ability to effectively interact with customers, internal teams, and stakeholders at all levels.
• Proven leadership abilities, with experience in managing and motivating teams to achieve performance targets and goals.
• Understanding of ITIL framework and best practices in IT service management.
• Experience with ticketing systems.
• Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously.
• Strong problem-solving skills and attention to detail.
• Customer-focused mindset with a passion for delivering exceptional service.