Job Summary
SoftVence Digital Solutions is seeking an experienced and customer-focused Senior Product Support Manager to lead product support operations, improve service delivery processes, and oversee client support performance across the organization.
This role is ideal for a professional who enjoys managing support teams, solving operational challenges, and enhancing customer experience through efficient product support strategies. The successful candidate will work closely with technical teams, operations staff, and leadership to ensure high-quality support services, strong client satisfaction, and continuous operational improvement.
We are looking for a proactive leader with strong communication skills, operational management experience, and the ability to manage fast-paced support environments while maintaining excellent service standards.
What You'll Do
- Oversee daily product support and customer service operations
- Supervise support workflows, ticket management, and escalation processes
- Monitor support performance metrics and service quality standards
- Collaborate with technical and operational teams to resolve client issues efficiently
- Improve product support procedures and operational workflows
- Support onboarding and training activities for support team members
- Prepare operational reports, support summaries, and performance updates for leadership
- Ensure timely resolution of customer concerns and service requests
- Coordinate cross-functional communication related to support operations
- Identify opportunities to improve customer satisfaction and operational efficiency
- Maintain accurate operational documentation and support records
- Assist with strategic planning and continuous improvement initiatives
Requirements
- 5+ years of experience in product support, customer operations, technical support management, or service operations
- Previous leadership or supervisory experience preferred
- Strong communication and customer relationship management skills
- Excellent organizational and problem-solving abilities
- Experience managing support workflows, reporting, and operational coordination
- Ability to manage multiple operational priorities in a fast-paced environment
- Experience with CRM systems, support platforms, and reporting tools preferred
- Professional and customer-focused approach to operational leadership
- Degree in Business Administration, Information Technology, Operations Management, or related field preferred
Why Work With Us
At SoftVence Digital Solutions, we believe excellent support experiences are essential to long-term client success. We provide a collaborative and growth-focused environment where employees are encouraged to contribute ideas, improve processes, and develop professionally.
Our organization values teamwork, innovation, operational excellence, and customer satisfaction. You will have the opportunity to lead meaningful support initiatives while working alongside experienced professionals in a dynamic business environment.
Pay: $8,000.00 – $9,800.00 per month
Work Location: In person
