Head of Product Support at Weekday AI

Gurugram, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

18 Sep, 26

Salary

10000000.0

Posted On

20 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

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

Industry

technology;Information and Internet

Description

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

Responsibilities

Lead and scale a high-performing product support organization to drive customer satisfaction and operational excellence. Establish support frameworks, monitor KPIs, and collaborate with product and engineering teams to improve product usability.