Manager, Product Support

• →Supports execution of plans for Customer Support Strategy: Developing and implementing strategies for delivering excellent customer support, ensuring customer
  satisfaction, and maintaining excellent customer relationships. Resolving user inquiries, troubleshooting technical issues, and providing timely and effective resolution to
  problems, assisting users with software installation, configuration, usage, and troubleshooting through remote assistance.
• →Leads and manages team of customer support representatives and is responsible for hiring, training, coaching, and performance management. Administers user-reported
  issues or incidents in a ticketing system, prioritizing and resolving tickets based on severity and impact, ensuring that user issues are addressed within agreed-upon service
  level agreements (SLAs).
• →Supports management of stakeholder relationships and expectations for cross-functional collaboration: collaborating with other teams such as product development,
  licensing, sales, and marketing to provide customer feedback, insights, and suggestions for product improvements, software updates, patches, and bug fixes. Acts to foster
  collaboration with Development and Operations teams to ensure smooth software upgrades and address compatibility or performance issues.
• →Performs operational tasks for a positive user experience and maintains strong relationships with users, striving to exceed user expectations, gather feedback, and
  provide excellent customer service to enhance user satisfaction and loyalty.
• →Responsible for implementing strategic initiatives for recurring or complex issues to identify underlying causes.
• →Supports the process of Customer Training and Documentation: Developing customer problem-solving training materials, documentation, and self-help resources to
  empower customers to use the product and troubleshoot common issues effectively. Managing testing and quality assurance processes for new software releases or
  updates, participating in test case creation, execution, and validation to ensure that the software meets quality standards and performs as expected.
• →Supports practical usage of communication channels for Customer & Marketplace Satisfaction: Monitoring customer satisfaction levels through surveys, feedback, and
  other methods and implementing strategies to improve overall customer satisfaction and loyalty. User training sessions, workshops, and webinars to educate users on the
  features, functionalities, and best practices of the product or software application.
• →Performs tasks supporting the introduction of innovative solutions to ensure alignment with industry trends, technologies, and best practices related to the product or
  software application.
• →Executes plans for Product Knowledge: Acquires and maintains in-depth knowledge of the company's platforms, products, or services to provide customers with effective
  support and troubleshooting assistance. Supports process improvement efforts: Continuously evaluating and improving customer support processes, workflows, and tools to
  enhance efficiency, effectiveness, and global customer experience.

• →Prior experience as the Manager of Product Support team 
• →Prior experience working in the Product company (SaaS)
• →Fluency in English 

Since its inception, Appfire has been a remote-first company. With 850+ employees (who we call fireflies) across 28 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally.

At Appfire, CSR means embedding purpose, responsibility, and impact into everything we do. We use our people, products, and partnerships to make a meaningful difference in the world, we act responsibly as a business, and we empower communities while strengthening our skills and culture and fostering belonging across Appfire.

In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy. Appfire has since grown our Pledge 1% program to include all four pledge types — product, profit, equity, and employee time. We were among the first to do this, and we’re proud that Pledge 1% is part of our evolution.

Appfire mission to equip and connect every team so they can plan and deliver their best work. We are committed to building a durable, multi-generational business, and to evolving, innovating, and scaling in a way that ensures stability and opportunity for years to come

What’s our secret sauce?

1. We follow teams. We do our research and build software that solves real-life collaboration challenges while being easy to implement and a joy to use. We’re proud to support over 20,000 customers and growing, including 55% of the Fortune 500. From the entertainment delivered by Netflix to the devices crafted by Samsung, and Dell Technologies and the financial transactions handled by Visa, Edward Jones, and US Bank, Appfire’s technology is indispensable. Our products also play a pivotal role in streamlining operations and fostering innovation at companies like Tesla and significant institutions such as NASA, Boeing, and many more. 
2. We enhance. Our software is designed to give developers, knowledge workers, and teams the ability to extend and get greater value from the platforms they’ve invested in and enjoy. So far, our solutions extend and enhance the capabilities offered by Atlassian, Microsoft, monday.com, and Salesforce. 
3. We build bridges and invest in our partners. Appfire's success is underscored by its channel program as its primary path to market. Today, Appfire has a dedicated Channel team supporting 800+ channel partners.
4. We make security and privacy a priority, but we also keep it simple for our customers. We’ve achieved International Organization for Standardization (ISO) 27001 and ISO 27017 and System and Organization Controls (SOC) SOC 2, Type I and SOC 2, Type II certifications. Our award-winning Appfire Trust Center, offers our customers, partners, and prospects the latest security, privacy, and compliance information, including pre-completed questionnaires (CAIQ, SIG, and VSA) with an accelerated NDA process and just one EULA to cover it all.

Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence and has been included among the Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments, which would not be possible without our team members, partners, and customers: https://appfire.com/awards.

Appfire is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic as defined by applicable law. Our commitment extends to all employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and termination.