About the job
Job Title: Product Support Lead
Primary Purpose
As we roll out innovative AI-native products, exceptional support is a key component of our offerings. We aim to provide a support experience that matches the modernity and intelligence of our tools: multi-channel, AI-assisted, and seamlessly integrated with our products and data.
Main Responsibilities:
- Establish, lead, and enhance the support function for GAINIQ products during launch, including building and managing an L1/L2 support team to deliver high-quality, multi-channel support (chat bot, email, phone) for customers.
- Collaborate with Product and Engineering teams to drive reliability, customer satisfaction, and continuous improvement across the platform.
- Oversee daily operations of the customer support function for GAINIQ products (including Ares and Athena), ensuring timely and effective resolution of all incoming support requests.
- Configure and manage our support tools (e.g., HubSpot Service Hub, chat bot, ticketing, call workflows), ensuring accurate ticket capture, routing, and tracking.
- Define, implement, and refine L1/L2 support models with clear categorization, triage rules, and escalation paths (to L3/Engineering when necessary).
- Act as the senior escalation point for complex or high-priority issues, including SSO/login problems, trial and subscription mismatches, billing/payment issues (Stripe), product usage issues, and workspace/org access queries.
- Work in close collaboration with Engineering teams to communicate incidents, reproduce bugs, and coordinate fixes and releases affecting customers.
- Contribute to the design and improvement of AI-powered support flows (bot intents, deflection journeys, knowledge base content), ensuring the bot effectively addresses common queries and escalates as necessary.
Process, Quality and Information Security
- Define and manage support SLAs and performance metrics (e.g., first response time, resolution time, CSAT, deflection rate, ticket re-open rate) and report regularly to leadership.
- Implement and maintain high standards for ticket quality, customer communications, and documentation, ensuring consistency across the support team.
- Develop and maintain support runbooks, playbooks, and knowledge base articles covering common issues, workflows, and product features (e.g., acquisition, activation, purchase, and support journeys).
- Ensure support processes align with change and release management (including CAB where appropriate), so customers are informed of impactful changes.

