Senior Manager of Support - Consumer Products

Job Overview:

The Head of Mass Products is a strategic role within the Customer Support organization responsible for developing, optimizing, and executing strategies for delivering high-quality support for ABBYY’s consumer products. This role is essential to improving customer health tracking and analyzing key performance metrics, implementing strategic initiatives that enhance the overall customer journey, and including proactive monitoring and reporting on customer health recovery.

Job Responsibilities:

Operational Strategy & Execution

• Define and execute strategies for delivering high-quality customer support for ABBYY’s Business to Consumer Products
• Establish and refine KPIs aligned with company goals, focusing on SLA, CES, and other critical metrics
• Develop and implement internal processes to enhance support efficiency and maintain comprehensive documentation in the internal database (Wiki)
• Utilize data analytics tools (e.g., Zendesk) to monitor performance metrics, identify trends, and implement improvements
• Collaborate with stakeholders to ensure seamless management of orders in the purchase database, chargebacks, and escalations

Leadership & Team Development

• Lead, mentor, and inspire the support team to excel in customer interactions and overall performance
• Collaborate with the Team Lead to manage team workloads effectively and address current matters
• Support career development by identifying growth opportunities and creating development plans for team members

Customer Experience & Satisfaction

• Monitor and improve customer satisfaction metrics, including feedback management and response time targets
• Oversee quality assurance evaluations for support tickets to ensure high-quality interactions
• Collaborate with team members on publishing and maintaining Help Center articles, ensuring content accuracy and relevance

Collaboration & Cross-functional Leadership

• Partner with QA, Development, and Sales departments to align support operations with company initiatives
• Participate in product consultations with support agents to address customer needs and share insights with other departments

Technology & Tools Management

• Evaluate and implement tools and technologies that streamline support operations and align with business objectives
• Identify opportunities for automation to improve efficiency and scalability

Required Skills and Experience:

Customer Support & Operations Expertise

• Demonstrated success in managing customer support functions, particularly for high-volume, mass-market products
• Strong analytical skills, with experience using tools like Zendesk or equivalent for tracking metrics and generating insights

Leadership & Team Management

• Proven ability to lead and develop teams, fostering a culture of excellence and collaboration
• Experience in quality assurance and process improvement to enhance support delivery

Customer-Centric Approach

• Exceptional customer service mindset, with the ability to manage escalations and address negative feedback effectively
• Strong interpersonal skills for building relationships across departments and with external stakeholders

Technical Aptitude

• Familiarity with Verifone or similar platforms for managing purchase databases and chargebacks is a plus
• Basic understanding of product development and QA processes to contribute effectively to cross-departmental initiatives

Preferred Qualifications:

• 3+ years of experience in customer support
• Bachelor’s degree in Business, Information Technology, or a related field.
• Experience with automation tools or self-service solutions is an advantage.