Customer Success Manager/ Product Support Manager
Posted 4 days ago by US Tech Solutions
£35 Per hour
Undetermined
Undetermined
United Kingdom
Summary: The Customer Success Manager / Product Support Manager will act as a vital link between product, engineering, and user communities, ensuring effective handling of customer feedback, technical issues, and feature requests. This role focuses on enhancing the overall product experience and customer satisfaction. The position requires strong communication skills and the ability to work collaboratively across time zones. The role is based in the United Kingdom and offers a pay rate of £30 - £35 per hour.
Key Responsibilities:
- Respond promptly to support requests via email, chat, forums, and social channels.
- Analyze, categorize, and prioritize user issues and feature requests using internal tracking tools.
- Assisting users with product usage, API issues, and feature understanding.
- Communicate customer feedback and product insights to engineering and product teams.
- Create and maintain detailed reports highlighting key support trends, metrics, and opportunities.
- Supporting customer engagement across Mapillary forums, social media, and ticket systems.
- Collaborating with globally distributed teams across time zones.
- Improve and update self-help and product documentation.
- Troubleshoot product-related issues and ensure timely resolution in coordination with engineering.
Key Skills:
- 3+ years of experience in Customer Success, Support, or a related function.
- Strong written and verbal communication skills in English.
- Comfortable working flexible hours for cross-time zone collaboration.
- Self-starter with strong problem-solving skills and ability to work independently.
- Familiarity with support platforms (e.g., Zendesk, Intercom, or similar).
Salary (Rate): £35.00/hr
City: undetermined
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Duration: 12Months – Possible Extension
Payrate: £30 - £35/hr PAYE
Job Overview: Our client is seeking a Customer Success Manager / Product Support Manager to serve as the key link between product, engineering, and user communities. In this role, you will ensure that customer feedback, technical issues, and feature requests are addressed effectively while helping enhance overall product experience and satisfaction.
Key Responsibilities:
- Respond promptly to support requests via email, chat, forums, and social channels.
- Analyze, categorize, and prioritize user issues and feature requests using internal tracking tools.
- Assisting users with product usage, API issues, and feature understanding.
- Communicate customer feedback and product insights to engineering and product teams.
- Create and maintain detailed reports highlighting key support trends, metrics, and opportunities.
- Supporting customer engagement across Mapillary forums, social media, and ticket systems.
- Collaborating with globally distributed teams across time zones.
- Improve and update self-help and product documentation.
- Troubleshoot product-related issues and ensure timely resolution in coordination with engineering.
Required Qualifications:
- 3+ years of experience in Customer Success, Support, or a related function.
- Strong written and verbal communication skills in English.
- Comfortable working flexible hours for cross-time zone collaboration.
- Self-starter with strong problem-solving skills and ability to work independently.
- Familiarity with support platforms (e.g., Zendesk, Intercom, or similar).
About US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com. US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Recruiter's Details:
Name: Tejasva
Email: tejasva@ustechsolutionsinc.com
Internal ID: 25-00248