US Customer Product and Support Manager (4 pm - 1 am)

Office-based position, located in Marol, Andheri East, Mumbai

Company Description: Action Tour Guide is a leading provider of self-guided audio tours. Our app uses GPS technology to deliver engaging narratives about historical sites, national parks, and city attractions, offering travelers a unique and personalized way to explore destinations. Designed for individual and family use, our platform combines convenience, education, and entertainment, enhancing the overall travel experience.

Role Description:

We seek a Product and Support Manager to reduce support needs by identifying product changes needed. You will also oversee our support operations. The role requires excellent English communication skills and a minimum of 5 years of experience in product and support management. Candidates with prior experience managing support for travel apps or working in the travel industry will be given preference.

Key Responsibilities:

1. Reduce support needs
 Analyze support issues that come every day.
 Identify changes in the product to reduce those issues.
 Work with other managers in the company to implement the changes.
 Bring support issues to half.

2. Team leadership, quality assurance, and operational management:
 Lead the night shift support team, ensuring adherence to schedules and maintaining high standards of customer interactions.
 Implement and oversee quality assurance protocols to ensure excellence in customer service.
 Conduct regular reviews and audits of customer interactions for quality assurance and provide feedback and training to the team.
 Manage the daily operations of the support team, ensuring efficient resolution of customer issues.
 Monitor performance metrics and implement process improvements to enhance customer satisfaction and operational efficiency.
 Coordinate with other departments to maintain a cohesive service strategy across the company.

3. Customer Relationship Management:
 Ensure high-quality customer service is delivered consistently, especially addressing the specific needs of US-based customers.
 Analyze customer feedback and interaction data to develop strategies for improvement.

4. Reporting and Compliance:
 Report on team performance, customer satisfaction metrics, and QA results to senior management.
 Ensure all night shift operations comply with legal and regulatory requirements relevant to US customer support

5. CRM and Support Ticketing Implementation:
 Should have extensive experience with CRM and Ticketing Systems to lead their effective implementation and ongoing management within the support team
 Ensure these systems are optimized to improve customer interaction tracking, issue resolution, and overall service delivery.
 Lead projects to integrate new features and functionalities in CRM and ticketing platforms to meet evolving business and customer needs.

6. Collaboration:
 Document and escalate complex issues to relevant internal teams, providing detailed context for swift resolutions.
 Develop and update knowledge base articles to decrease resolution times and enhance customer self-service capabilities.
 Collaborate with the Product Development team to improve app functionality and user interface, incorporating customer feedback.
 Work closely with the Live App team to identify and resolve software bugs and operational malfunctions.
 Partner with the Content Team to refine tour content based on user feedback, addressing specific concerns such as pronunciation errors or changes in route accessibility.
 Engage with the Sales Team to resolve inquiries about tour pricing, package deals, or subscription services based on customer interactions.
 Maintain comprehensive product knowledge to provide informed solutions tailored to user needs and specific travel contexts.
 Manage sensitive information across various communication platforms, ensuring data privacy and security protocol adherence.
 Ensure all support activities comply with organizational policies and technical standards.
 Generate detailed reports on customer interactions, resolved issues, and unresolved queries for managerial review.
 Identify patterns in customer issues and report them to the management team to aid in system enhancements.
 Contribute to continuously improving troubleshooting procedures and user manuals, ensuring they are current and effective.

Benefits:
 Competitive salary with high-performance incentives.
 Cab drop facility.

Requirements:
 Minimum of 5 years of experience in a support management role, with a preference for candidates familiar with the travel industry or tech startups.
 Excellent communication skills in English, both written and verbal.
 Strong leadership, analytical, and problem-solving abilities.
 Proficiency in CRM software, familiarity with US customer support standards and practices, and a thorough understanding of mobile operating systems such as iOS and Android.
 Ability to handle multiple priorities in a fast-paced environment.
 Flexibility to work night shifts and the capability to operate independently in a remote setting, effectively managing time and tasks throughout the night.
 A technical diploma or degree in Information Technology or a related field is preferred.
 A strong passion for travel and a profound understanding of the challenges faced by global app users in the travel domain.
 Candidates with prior experience supporting travel apps or working in the travel industry will be given preference.,