Product Customer Support Manager
August 21
🏢 In-office - Los Angeles
Description
• Responsible for overseeing the technical support team, ensuring high-quality customer support, and maintaining service excellence. • Involves managing daily operations, providing technical guidance, and supporting the development of team members. • Will ensure timely and effective resolution of technical issues and contribute to the continuous improvement of support processes.
Requirements
• Bachelor's degree in engineering, Computer Science, or related field. • 5+ years of experience in customer or technical support roles in a product-based company, with at least 2 years in a leadership position. • Mandarin Chinese language requirement is a must. • Strong troubleshooting skills and the ability to diagnose and resolve complex product based technical issues in a timely and effective manner. • Excellent communication and interpersonal skills, with the ability to convey product technical information clearly and concisely to both technical and non-technical audiences. • Leadership and team management abilities, with experience in coaching, mentoring, and developing the team. • Customer-focused mindset with a commitment to delivering exceptional technical support and ensuring customer satisfaction. • Proficiency in technical documentation, including the creation and maintenance of troubleshooting guides, knowledge base articles, and FAQs. • Familiarity with CRM systems, ticketing systems, and other tools used for technical support case management and tracking.
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