Project Manager

Responsibilities:
• Lead and manage a team of support engineers to ensure effective and timely support for customers.
• Create and maintain rosters and schedules for the support team to ensure coverage during operating hours.
• Coordinate with other departments, such as engineering and customer success, to ensure timely updates and resolutions to customer issues.
• Monitor support ticket queues and prioritize tasks based on urgency and customer impact.
• Collaborate with the development team to identify and prioritize bug fixes and feature requests based on customer feedback.
• Analyze support data and metrics to identify trends and areas for improvement.
• Develop and implement support processes and guidelines to streamline operations and enhance customer satisfaction.
• Train and mentor support engineers, providing guidance on technical issues and customer communication.
• Act as a point of escalation for complex customer issues, working closely with support engineers to ensure resolution.
• Collaborate with the product management team to gather customer feedback and insights for future product enhancements.
• Stay up to date with industry trends and best practices related to customer support and product management.

Requirements:
• Proven experience as a product manager or similar role, preferably in a customer support environment.
• Strong leadership skills and ability to effectively manage a team.
• Excellent organizational and time management abilities to handle rosters and schedules.
• Strong analytical and problem-solving skills to identify and address customer issues.
• Excellent communication and interpersonal skills to work collaboratively with cross-functional teams.
• Technical knowledge and understanding of software development processes.
• Familiarity with customer support tools and ticketing systems.
• Ability to thrive in a fast-paced and dynamic environment.
• Bachelor's degree in a relevant field (e.g., computer science, business administration) is preferred.

Job Type: Full-time

Salary: ₹25,000.00 - ₹35,000.00 per month

Benefits:
• Work from home

Schedule:
• Day shift

Supplemental pay types:
• Performance bonus

Education:
• Bachelor's (Preferred)

Experience:
• total work: 2 years (Required