Head of Product Support

This role is for one of the Weekday's clients

Salary range: Rs - Rs (ie INR 30-100 LPA)

Experience: 8+ yrs

Location: NCR

Job Type: full-time

We are seeking an experienced Head of Product Support to lead and scale a high-performing customer and technical support organization. This leadership role is responsible for driving customer satisfaction, operational excellence, service quality, and support strategy across a growing product portfolio. The ideal candidate will build strong support frameworks, establish customer-centric processes, and ensure seamless collaboration between customers, product, engineering, and business teams.

As the leader of Product Support, you will be responsible for creating a world-class support function that not only resolves customer issues efficiently but also drives product adoption, retention, and long-term customer success. This role requires a blend of strategic thinking, technical understanding, people leadership, and operational expertise.

Requirements

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• Define and execute the overall Product Support strategy aligned with business objectives and customer success goals.
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• Lead and mentor Technical Support and Customer Support teams, fostering a culture of accountability, ownership, and continuous improvement.
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• Establish and monitor support KPIs, SLAs, customer satisfaction metrics, and operational dashboards.
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• Drive timely resolution of customer issues, escalations, and critical incidents while ensuring high service quality standards.
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• Build scalable support processes, workflows, knowledge management systems, and self-service capabilities.
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• Partner closely with Product, Engineering, Implementation, and Customer Success teams to resolve complex issues and improve product usability.
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• Analyze customer feedback, support trends, and recurring issues to provide actionable insights for product enhancements.
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• Develop escalation management frameworks and incident response processes for enterprise customers.
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• Ensure consistent communication with stakeholders regarding issue resolution, product updates, and service improvements.
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• Drive customer retention and advocacy through exceptional support experiences.
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• Build and optimize support operations across multiple customer segments and geographies.
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• Recruit, develop, and retain top support talent while creating growth opportunities within the organization.
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• Champion a customer-first culture and continuously identify opportunities to enhance the customer journey.
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• 8+ years of experience in Product Support, Technical Support, Customer Support, or Customer Success leadership roles.
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• Proven track record of building and scaling support organizations in SaaS, technology, logistics, supply chain, or enterprise software environments.
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• Strong expertise in Technical Support operations, incident management, escalation handling, and service delivery.
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• Deep understanding of Customer Support best practices, customer experience management, and support analytics.
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• Experience managing enterprise customer relationships and high-priority escalations.
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• Strong leadership skills with the ability to inspire, coach, and develop high-performing teams.
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• Excellent stakeholder management skills with experience collaborating across Product, Engineering, and Business functions.
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• Data-driven mindset with expertise in support metrics, SLA management, CSAT, NPS, and operational reporting.
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• Strong problem-solving, decision-making, and communication abilities.
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• Ability to balance strategic initiatives with hands-on operational execution in a fast-paced environment.
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• Technical Support
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• Customer Support
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• Incident & Escalation Management
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• Service Operations
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• Customer Experience Management
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• Team Leadership & People Management
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• SaaS/Product Support
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• Process Improvement & Automation
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• Stakeholder Management
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• Support Analytics & Reporting
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