Lead Product Support Manager TouchBistro

Join TouchBistro as the Lead Product Support Manager and transform customer experiences. Direct customer support and WFM teams in a dynamic SaaS environment with a focus on excellence.
This senior position requires your 8+ years of leadership expertise in support management to enhance operational standards. You’ll oversee technical escalations and work collaboratively to use data effectively for improving team performance and customer engagement. Focus on driving significant operational improvements.
Key Responsibilities:
• Manage daily operations to ensure high performance
• Lead efforts to reduce customer experience friction
• Facilitate quick resolutions for escalated issues
• Create QA frameworks to enhance service delivery
• Implement coaching initiatives to strengthen team output
Requirements:
• 8+ years in SaaS or B2B support leadership
• Expert in handling technical escalations
• Proficient in WFM tools and strategies
• High emotional intelli...