Product Support Manager

Vintti is a specialized staffing agency that believes diversity is the catalyst for innovation. We connect US-based SMBs, startups, and firms with exceptional talent from Latin America, fostering a rich tapestry of cultural perspectives within American businesses. Our unique position allows us to handpick professionals who not only possess the required skills but also bring fresh ideas and global insights to the table. Vintti's services go beyond filling positions; we enrich company cultures and expand business horizons on an international scale.

A Product Support Manager plays a vital role in ensuring customer satisfaction and product efficiency. This position involves overseeing the support team, developing and implementing support strategies, and acting as a liaison between the customers and product development teams. The Product Support Manager is responsible for troubleshooting issues, providing solutions, and ensuring that the support staff is well-trained and equipped to handle complex queries. Additionally, they analyze support metrics to continuously improve service quality and product enhancement, maintaining a high level of customer service and product usability.

- Bachelor's degree in a relevant field or equivalent work experience.
- 5+ years of experience in product support or technical support roles.
- Proven experience in managing and leading support teams.
- Strong troubleshooting and problem-solving skills.
- Excellent written and verbal communication skills.
- Proficiency with support ticketing systems and CRM software.
- Familiarity with common productivity tools such as Microsoft Office or Google Workspace.
- Ability to work effectively under pressure and manage multiple priorities.
- Experience collaborating with product development and engineering teams.
- Understanding of root cause analysis methodologies.
- Knowledge of industry best practices for customer support.
- Ability to train and mentor team members effectively.
- Strong organizational and documentation skills.
- Analytical skills to interpret support metrics and develop insights.
- Experience in conducting client-facing meetings and presentations.
- Customer-focused with a commitment to providing excellent service.
- Ability to stay updated with product and industry developments.
- Experience in developing and implementing support processes and procedures.
- Excellent time management and project management skills.
- Ability to handle escalations and resolve them efficiently.

- Respond to customer inquiries and technical issues via phone, email, or chat.
- Troubleshoot and resolve product-related issues.
- Collaborate with the product development team for product improvement feedback.
- Monitor and prioritize support ticket queues.
- Conduct root cause analysis for recurring problems.
- Maintain and update the knowledge base with solutions and best practices.
- Train and mentor support team members on new products and processes.
- Escalate complex issues to higher-level support or engineering teams.
- Analyze support metrics and create performance reports.
- Participate in team meetings to discuss ongoing issues.
- Document customer interactions and resolutions accurately.
- Develop and implement support processes and procedures.
- Coordinate with QA teams to replicate reported issues.
- Stay updated on product updates, new features, and industry trends.
- Assist with onboarding new clients and product training sessions.
- Engage with customers to gather feedback for product strategy.
- Manage and resolve escalations promptly.
- Schedule and participate in client-facing meetings.

The ideal candidate for the Product Support Manager role will possess a blend of strong leadership qualities and technical proficiency, enabling them to inspire and guide their support team effectively. They will bring over five years of experience in product or technical support, with a proven track record of managing and nurturing high-performing teams. This individual will exhibit exceptional problem-solving and analytical skills, using their deep understanding of root cause analysis to mitigate recurring issues. Clear and effective communication will be a hallmark of their professional demeanor, coupled with a customer-centric mindset dedicated to providing outstanding service. With proficiency in support ticketing systems, CRM software, and productivity tools like Microsoft Office or Google Workspace, they will navigate complex technical landscapes effortlessly. Their strategic thinking ability will empower them to offer actionable feedback to product development teams, fostering continuous improvement. Adaptable and detail-oriented, they will swiftly assimilate new product knowledge and industry trends, remaining agile in high-pressure situations. The candidate's organizational prowess, empathetic approach to customer concerns, and capacity to mentor and train team members will set them apart. They will demonstrate a high degree of accountability, professionalism, and integrity, maintaining confidentiality and composure during escalations. With exceptional time management and prioritization skills, they will efficiently handle multiple priorities, ensuring an unwavering commitment to service excellence and ongoing process enhancements.

- Respond to customer inquiries and technical issues via phone, email, or chat.
- Troubleshoot and resolve product-related issues, leveraging internal resources and tools.
- Collaborate with the product development team to provide feedback on product improvements.
- Monitor support ticket queues and prioritize issues based on severity and impact.
- Conduct root cause analysis to identify recurring problems and develop mitigation strategies.
- Maintain and update the knowledge base with solutions, best practices, and product information.
- Train and mentor support team members on new products, processes, and tools.
- Escalate complex or critical issues to higher-level support or engineering teams as needed.
- Analyze support metrics and create reports to track performance, trends, and areas for improvement.
- Participate in regular team meetings to discuss ongoing issues and strategize solutions.
- Ensure that all customer interactions and resolutions are documented accurately and comprehensively.
- Develop and implement support processes and procedures to enhance efficiency and customer satisfaction.
- Coordinate with QA teams to replicate and validate reported issues.
- Keep abreast of product updates, new features, and industry trends to provide informed support.
- Assist with onboarding new clients and providing product training sessions.
- Engage with customers to gather feedback and insights to inform product strategy.
- Manage and resolve escalations promptly, ensuring timely communication with stakeholders.
- Schedule and participate in client-facing meetings to discuss progress, updates, and issue resolutions.

- Strong leadership qualities and ability to inspire a team
- Exceptional problem-solving and analytical skills
- Clear and effective communication abilities
- High level of technical proficiency and understanding of product-related issues
- Customer-centric mindset with a commitment to service excellence
- Ability to think strategically and provide actionable feedback
- Detail-oriented with strong organizational skills
- Capacity to handle high-pressure situations calmly and efficiently
- Proactive approach to identifying and mitigating recurring issues
- Adaptability to quickly learn new products and industry trends
- Collaboration skills to work seamlessly with cross-functional teams
- Empathy and patience when dealing with customer concerns
- Innovative mindset for continuously improving support processes
- Strong mentoring and coaching abilities
- Reliable and self-motivated with a strong work ethic
- High degree of accountability and professionalism
- Exceptional time management and prioritization skills
- Ability to maintain composure and focus during escalations
- High level of integrity and ability to maintain confidentiality

- Competitive salary range depending on experience and qualifications
- Comprehensive health, dental, and vision insurance coverage
- Flexible work schedule and remote work options
- Generous paid time off (PTO) and holiday pay
- 401(k) retirement plan with company match
- Professional development and training programs
- Opportunities for career advancement and growth within the company
- Employment wellness programs, including mental health support
- Parental leave and family support benefits
- Employee discounts on company products and services
- Company-sponsored events and team-building activities
- Tuition reimbursement for further education
- Onsite fitness center or gym membership reimbursements
- Direct access to leadership for mentoring and career guidance
- Collaborative and inclusive company culture
- Recognition and rewards programs for exceptional performance
- Regular feedback and performance reviews to support career development
- Transportation and commuting assistance
- Company-funded employee assistance program (EAP)