Responsibilities
- Partner with the Hyderabad Site Lead, regional support leaders, and User Operations executives to align product support functions across the global organization.
- Advance the development and effectiveness of product support initiatives by detecting opportunities for enhancement, working with Product and Engineering to optimize support workflows, policies, and systems, and leading efforts toward support excellence within Customer Experience (CX).
- Oversee high-priority product escalations from start to finish, including updates to stakeholders, customer communication, and coordination with international product and engineering teams to ensure prompt and effective resolutions.
- Conduct regular data analysis to identify trends and lead ongoing improvements in support operations.
- Track, maintain, and report key performance indicators (KPIs), delivering additional reports as needed.
- Detect opportunities for process optimization and lead changes to CX support procedures; coordinate and implement improvements with User Ops, and advocate for CX in cross-functional process and tooling decisions.
- Take part in the global on-call schedule to respond to system incidents.
Work Arrangement
On-site — Hyderabad
