Job Description

• Customer Support Leadership : Be prepared to talk about how you have managed support teams, improved customer service metrics (e.g., response time, resolution time), and developed strategies to handle escalations.
• Team Management and Development : Expect questions about how you've mentored and developed support staff, handled recruitment, training, and performance management.
• Product Knowledge : Deep understanding of the product is key. Be ready to discuss how you ensure your team stays updated on product changes and how you handle feedback loops between the product and support teams.
• Processes and Tools : You should be familiar with support tools like CRM systems (e.g., Zendesk, Salesforce), ticketing systems, and any automation techniques to improve efficiency. Mention your experience in setting up workflows, knowledge bases, and customer self-service systems.
• KPIs and Metrics : Demonstrating how you track and improve key metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR) is important.
• Conflict and Escalation Management : Discuss examples where you've handled escalated issues or conflicts, both within the team and with customers, to demonstrate your conflict resolution skills.
• Cross-functional Collaboration : Product support managers often work with product development, sales, and marketing teams. Highlight your experience in coordinating with these teams to address customer feedback or resolve issues.
• Customer Experience Improvement : Explain how you've proactively worked to improve the customer experience by analyzing support trends and implementing process improvements.

Job Type: Full-time

Pay: AED15,000.00 - AED30,000.00 per month