As product support manager you’ll need a sound understanding and first-hand experience of product management, customer support and technology - plus excellent communication and organisational skills.
Working alongside their growing team of digital experts, you’ll become an expert in operating and supporting their e-commerce and CRM systems, providing pro-active support and guidance to their expanding client base.
You’ll ensure that products are working efficiently and that the people building them are kept informed of any issues, development requests and feedback both from internal staff and end users. You will prioritise product developments and be actively involved in planning the product roadmap to ensure any new features or system updates are being released on time and to a high quality.
In your role, you will oversee the support desk and directly communicate with clients, support staff and project managers to deliver a first class service that exceeds expectation.
Skills & Responsibilities
- Become an expert and ambassador of their products
- Take overall responsibility for the day-to-day customer support
- Manage new projects and work collaboratively with the wider team to deliver the service on time and to budget
- Take ownership of technical issues and manage them to a successful resolution.
- Keep all stakeholders informed including developers, marketing, customer service, finance and company heads
- Collect, analyse and respond to user feedback
- Document processes
- Coordinate system maintenance and procedures
- Demonstrate new ideas and features to stakeholders
- Deliver and support system training sessions with clients both online and in person
- Inspire and enthuse colleagues and users of the product
- Learn about users and other products within the markets that they operate
- Research competitors and other similar products to ensure that they remain at the forefront of technical innovation
And don't forget the perks:
- A fast-paced and exciting environment
- The chance to collaborate and innovate with like-minded people at the award-winning Exeter Science Park
- Great office space and facilities including onsite showers, an on-site restaurant and clubs
- Free tea with biscuits (of course), free coffee (the good stuff), free snacks and fruit
- 'Free Fridays' where brunch is on the company!