Product Support Supervisor

Job Summary:

As the Product Support Tier 1 Team Lead, you will be responsible for overseeing the daily operations of the Tier 1 Product Support team. Your primary focus will be to ensure the successful delivery of high-quality support for internal users and external clients on a 24/7 basis via either support tickets or the support hotline. You will lead a team of 12x Tier 1 Support Analysts by providing guidance, mentoring, and fostering a collaborative environment to maximize team performance and customer satisfaction. Additionally, you will collaborate with cross-functional teams, including Tier 2 Support, Data Science, Product Engineering and Customer Success teams to drive continuous improvement and enhance the overall Support operation. This role will be reporting to the Product Support Tier 1 Manager (Singapore-based) and a dotted line to the Site Operations Lead (Manila-based)

Responsibilities:

• Lead and manage a team of 12x Tier 1 Support Analysts by...