Job Description

Job Overview:

We are seeking a detail-oriented and proactive Solutions Support Manager to join our team. This individual will be responsible for conducting in-depth proposal research, analyzing customer feedback, and identifying pain points across a range of touchpoints (reviews, app stores, mystery shopping, website, knowledge base, etc.) to inform and elevate our solutions development process. This role will help us improve our solutions by assessing competitive and / or current landscapes, identifying customer needs, and providing insights into opportunities for improvement. The research will be both customer specific as well as industry vertical focused.

Key Responsibilities:

Opportunity Research:

• Conduct thorough research on customer needs, market trends, industry challenges, developments, and competitive offerings to support proposal development.
• Analyze digital solutions deployed by competitors and assess their effectiveness, user experience, and market reception.

Customer Touchpoint Analysis:

• Perform mystery shopping across various customer touchpoints (e.g., website, mobile apps, customer service) to evaluate the customer journey and identify friction points.
• Ability to assess different modalities of communication (voice, non voice/digital) for pain points, gaps, inconsistencies, and opportunities in the customer experience
• Review customer feedback across Trustpilot, app stores, and other review platforms to gather insights on common issues/recurring customer concerns, customer sentiments, feature requests, and product/service complaints
• Identify points of friction across the customer journey and identify areas of improvement to better customer and / or agent experience.

Collaboration & Reporting:

• Work closely with cross-functional teams (e.g., solutions, sales, marketing) to relay key insights from research and analysis.
• Create comprehensive reports that highlight customer pain points, competitive weaknesses, and actionable recommendations for improvement.
• Present findings and solutions to internal stakeholders, ensuring alignment on key areas of opportunity

Monitoring & Tracking:

• Continuously monitor customer reviews, feedback channels, and industry trends to stay up-to-date on market changes.
• Track the success and impact of newly deployed digital solutions or other delivery changes, developing proactive messaging and indicative impact statements

Skills & Qualifications:

Research & Analytical Skills:

• Strong ability to conduct detailed, qualitative, and quantitative research across multiple support channels (voice, chat, email, digital) as well as customer sentiment analysis across multiple platforms (reviews, surveys, competitive analysis).
• Analytical mindset with the ability to synthesize complex data into clear insights and actionable recommendations.

Customer-Centric Focus:

• Exceptional ability to understand customer pain points and needs through direct research and review analysis
• Experience using customer feedback tools (e.g., Trustpilot, G2, app store reviews) to gauge satisfaction and identify areas for improvement.

Communication & Collaboration:

• Ability to follow guiding scripts and engage in realistic support scenarios interactions
• Excellent written and verbal communication skills, with the ability to create clear reports and present findings to stakeholders.
• Strong interpersonal skills, able to work collaboratively with teams across the organization.

Digital Evaluation and Insights:

• Ability to identify different digital technologies and strategies deployed when examining a prospect’s support offerings, website and other touchpoints.

Problem Solving & Critical Thinking:

• Strong attention to detail, able to spot trends and patterns across a variety of data sources.
• Ability to operate independently within minimal supervision and direction setting.

Project and Time Management:

• Ability to work on multiple projects simultaneously
• Display sustained energy and determination to meet challenging deliverables within stringent timelines
• Ability to work independently with diverse & global teams and interact confidently with Senior Leadership

Educational Qualifications & Experience:

• Graduate/Post-Graduate from tier-I institutes with good academic background

Experience:

• 8-10+ years of experience of which 1-2 years of hands-on Pre-sales research experience is a must
• Experience in analyzing online reviews, surveys, or customer feedback platforms.
• Experience with mystery shopping or usability testing is a plus.
• Knowledge of GenAI, Chatbots, and various digital support strategies is a plus
• Customer Journey mapping experience a plus

Additional Requirements:

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and/or Google Workspace tools.