Product Support Specialist

Overview

Lead a team of Product Support Specialists in Hyderabad, working with the Hyderabad Site Lead, regional Heads of Support and User Operations leadership to run cohesive product support operations across the global organization.

What you'll do

• Collaborate closely with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to ensure cohesive Product Support operations across the global organization.
• Support the growth and maturity of product support programs by identifying areas of improvement and partnering with Product and Engineering teams to refine support processes, policies, and tooling.
• Manage executive-level product escalations end-to-end, including stakeholder communication, customer updates, and coordination with global product and engineering teams.
• Analyze data regularly and drive continuous improvement.
• Maintain and report on KPIs and provide ad hoc reporting as necessary.
• Proactively identify areas for improvement and own the implementation of necessary changes to CX support processes.
• Own, coordinate and ship process improvements in collaboration with User Ops, and influence on behalf of CX for cross-functionally owned processes and tools.
• Participate in the global on-call rotation to cover incidents.

What you'll need

• 8+ years of work experience in a product support team of a software company.
• 3+ years of work experience leading and managing a product support team.
• Deep understanding of the nuance of managing product support and executive escalations, and the ability to apply it to improve the customer experience.
• Extremely user-focused, with a passion for solving problems that increase the user quality of life for customers.
• Deeply passionate about developing others, finding energy and purpose in mentoring team members to reach their full potential.
• Strong technical support foundations, including log reading and basic debugging, core API concepts, webhook fundamentals, and SSO basics (OAuth and SAML).
• Proficiency in incorporating AI into day-to-day work (e.g., drafting and refining customer responses, summarizing context, analyzing trends, and accelerating troubleshooting) while applying strong judgment, privacy, and quality standards.
• Proven ability to triage, troubleshoot, and handle support tickets end-to-end, including prioritization and severity judgment, clear written communication, and timely stakeholder updates.
• Strong data reporting and data analytics skills.
• Strong organizational skills with the ability to manage multiple priorities in a dynamic environment.
• Experience handling business intelligence tools and systems such as Salesforce, Zendesk, Hex, Looker.
• Experience building robust and scalable processes spanning go-to-market and technical teams.
• Ability to deep dive and own projects individually while also delegating and empowering team members to deliver.
• Curious and willing to adopt AI tools to work smarter and deliver better results.

Nice to have

• Experience working in a fast-paced start-up environment.
• Familiarity with and/or use of Notion.

Details

• Location: Hyderabad, India.
• Onsite role.