At SmartBear, we deliver the complete visibility developers need to make each release better than the last. Our award winning and industry favorite toolsTestComplete, Swagger, Cucumber, ReadyAPI, Zephyrare trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft.
Director of Product Support - Test Hub
- Build, lead, develop and coach teams of top technical talent
- Drive strategy and vision in collaboration with product and engineering teams
- Software Testing, JavaScript or Python, Jenkins, Azure, GIT, TestComplete, BitBar
- The successful candidate will work from our Bangalore office in hybrid model
Team intro
Support services at SmartBear include self-help content (user guides, videos, tutorials, FAQ’s) and live agent support (via phone, email, screen share and chat). SmartBear offers business hours support as well as 24x7 support to its customers around the world. We have support centers around the globe to provide follow the sun support.
Go to our product page if you want to know more about Test Hub at SmartBear.
You can even have a free trial to check it out 😊
About the role
As a Director of Product Support you will be reporting to the VP of Product Support and be responsible for delivering technical support services to our customers. You will lead support teams in their functions around hiring, training, and managing the support services they offer for our customers.
The perfect candidate has a passion for measuring performance through empirical data and work with peers and other cross function teams to find ways to improve process and team performance
- Assist with defining strategy and managing collaboration with internal teams and vendors as appropriate
- Assist with developing processes for establishing and maintaining effective partnerships with Sales, Engineering, Product, Enrolment and Licensing, and other internal teams to ensure a consistent customer experience
- Assist with the development of strategic imperatives and goals for the team
- Be part of the end-to-end lifecycle of a project, from strategy to operationalization to execution to results
- Bring the voice of the customer to the organization: understand and draw insights from key customer trends, and customer/partner feedback to provide insights
- Continually develop improvements and embed successful change projects
- Coordinate across teams to confirm and successfully achieve communications for customer satisfaction and retention
- Create operational excellence through best practice sharing and process adoption
- Create, monitor and drive key service level metrics for customers, capitalizing on technology enhancements
- Customer obsessed leader with a hyper focus on problem resolution to ensure customer satisfaction
- Drive cost improvement activities by identifying system improvements and headcount optimization
- Enhance the customer experience via the adoption self service options and first call resolution
- Establish clear accountable performance metrics for Customer Care Engineers and leaders
- Focus on advancing our goal of delivering exceptional experience across our customers' end-to-end journey
- Foster strong technical practices, guide teams to innovative, and help evolve processes providing both high customer satisfaction and scalability
- Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
- Lead ramp up of support services for new products
- Lead the adoption of new tools and technologies to better serve the customer
- Manage leaders who oversee our technical support engineers
- Take responsibility for successful delivery against established team SLAs and KPIs
