Head of Product Support

This role is for one of the Weekday's clients

Salary range: Rs 3000000 - Rs 10000000 (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.

Key Responsibilities

• Define and execute the overall Product Support strategy aligned with business objectives and customer success goals.
• Lead and mentor Technical Support and Customer Support teams, fostering a culture of accountability, ownership, and continuous improvement.
• Establish and monitor support KPIs, SLAs, customer satisfaction metrics, and operational dashboards.
• Drive timely resolution of customer issues, escalations, and critical incidents while ensuring high service quality standards.
• Build scalable support processes, workflows, knowledge management systems, and self-service capabilities.
• Partner closely with Product, Engineering, Implementation, and Customer Success teams to resolve complex issues and improve product usability.
• Analyze customer feedback, support trends, and recurring issues to provide actionable insights for product enhancements.
• Develop escalation management frameworks and incident response processes for enterprise customers.
• Ensure consistent communication with stakeholders regarding issue resolution, product updates, and service improvements.
• Drive customer retention and advocacy through exceptional support experiences.
• Build and optimize support operations across multiple customer segments and geographies.
• Recruit, develop, and retain top support talent while creating growth opportunities within the organization.
• Champion a customer-first culture and continuously identify opportunities to enhance the customer journey.

What Makes You a Great Fit

• 8+ years of experience in Product Support, Technical Support, Customer Support, or Customer Success leadership roles.
• Proven track record of building and scaling support organizations in SaaS, technology, logistics, supply chain, or enterprise software environments.
• Strong expertise in Technical Support operations, incident management, escalation handling, and service delivery.
• Deep understanding of Customer Support best practices, customer experience management, and support analytics.
• Experience managing enterprise customer relationships and high-priority escalations.
• Strong leadership skills with the ability to inspire, coach, and develop high-performing teams.
• Excellent stakeholder management skills with experience collaborating across Product, Engineering, and Business functions.
• Data-driven mindset with expertise in support metrics, SLA management, CSAT, NPS, and operational reporting.
• Strong problem-solving, decision-making, and communication abilities.
• Ability to balance strategic initiatives with hands-on operational execution in a fast-paced environment.

Preferred Skills

• Technical Support
• Customer Support
• Incident & Escalation Management
• Service Operations
• Customer Experience Management
• Team Leadership & People Management
• SaaS/Product Support
• Process Improvement & Automation
• Stakeholder Management
• Support Analytics & Reporting