Product Support Manager

SoundHound AI believes every person should be able to interact naturally with the products around them—by simply talking. With a global reach spanning two dozen languages, we build Voice AI products with conversational intelligence for industries ranging from automotive, restaurants, and retail to enterprise sectors such as financial institutions, insurance, and healthcare. Our solutions empower customers to extend their brand in new and meaningful ways, revolutionizing how businesses connect with their audiences.

The Product Support Team Manager leads our growing product support team for our cutting-edge SaaS AI application. The position is responsible for the overall performance and effectiveness of the team, ensuring exceptional customer service and maintaining the continuous operation of our application. This critical role requires a blend of technical expertise, leadership skills, and a passion for delivering outstanding customer experiences.

In this role, you will:

• Lead, mentor, and motivate a team of product support specialists. Provide ongoing coaching, training, and performance management.
• Develop and implement effective scheduling strategies to ensure adequate coverage across all support channels (e.g., email, phone, chat). Optimize team resources to handle fluctuating support demands.
• Develop and deliver comprehensive training programs for new and existing team members, covering product knowledge, troubleshooting techniques, and customer service best practices. Stay abreast of industry trends and emerging technologies relevant to support operations.
• Serve as a key point of contact for escalated customer issues, ensuring timely and effective resolution. Demonstrate exceptional communication skills, both written and verbal, to build rapport with customers and manage expectations.
• Manage multiple incidents concurrently, prioritizing issues based on severity and impact. Collaborate with engineering and development teams to identify and resolve root causes of recurring problems.
• Implement processes and procedures to ensure the continuous availability and performance of our SaaS AI application. Develop and maintain service level agreements (SLAs).
• Analyze recurring incidents to identify underlying problems and implement preventative measures. Drive process improvements to reduce incident frequency and improve overall customer satisfaction.Lead the response and resolution of major incidents, coordinating across multiple teams and stakeholders. Conduct post-incident reviews to identify areas for improvement.
• Generate regular reports on key support metrics (e.g., resolution times, customer satisfaction scores, incident volume). Analyze data to identify trends and inform strategic decisions.
• Provide technical guidance to the support team. Possess a strong understanding of web applications, Java, AWS, and OCI cloud environments.\

We would love to hear from you if:

• You have a Bachelor's degree in Computer Science, Information Technology, or a related field.
• You have 10+ years of experience in a technical support role, with at least 3 years in a team leadership capacity.
• You have proven experience managing a SaaS product support team.
• You have expert-level communication skills, with the ability to effectively communicate with both technical and non-technical audiences.
• You have demonstrated the ability to manage multiple incidents simultaneously and prioritize effectively.
• You have a deep understanding of incident management, problem management, and major incident management methodologies (ITIL framework preferred).
• You have experience with ticketing systems (e.g., Zendesk, ServiceNow).
• You possess strong analytical and problem-solving skills.
• You have experience with web application technologies (e.g., HTML, CSS, JavaScript).
• You have a working knowledge of Java programming language.
• You have experience with AWS and/or OCI cloud platforms.
• You possess excellent organizational and time-management skills.
• You have experience with AI-based applications.
• You have experience with monitoring and alerting tools.
• You have project management experience.
• You have obtained an ITIL certification.

This role is available in Bengaluru and will be hired into Amelia Global Services, a subsidiary of SoundHound AI. Our recruiting team will provide a total compensation range based on location and years of experience.

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