[Wattpad] Product Support Lead (12-month Contract)

at  WEBTOON Entertainment Inc Wattpad WEBTOON Family of Brands

Wattpad is a global multiplatform entertainment company whose vision is to entertain and connect the world through stories. Since 2006, we’ve been on a mission to use the power of community and technology to unleash the full potential of stories to the world. Every month 85 million people around the world spend over 23 billion minutes on Wattpad to share and discover stories they can’t find anywhere else. Our brand banner includes: Wattpad, Wattpad WEBTOON Studios, Wattpad Books and Wattpad Brand Partnerships. We’re proudly based in Toronto, but our reach is global. Come build the future of entertainment and storytelling, and write your next chapter with us!
This Product Support Lead role involves working with a team of Product Support champions, ensuring top-notch support for all product features. You’ll work closely with various teams to assign resources, optimize processes, and maintain comprehensive product documentation. The role also includes overseeing bug escalations, analyzing user sentiment, and fostering strong communication between Community Support and Product Support teams. The ideal candidate possesses a strong background in product support and leadership, excels in communication and problem-solving, and is passionate about team development and delivering exceptional user experiences.

• Manage and Coach Team Members: Manage and mentor Product Support Champions, helping them grow their skill sets and unblock the challenges they face. Ensure all product epic are properly supported per the product support matrix.
• Assign Product Support Champions: Work with the Delivery Manager and Product leads for timely assignment of Product Support Champions to upcoming product epics.
• Act as the Product Support Champion for multiple epics, as needed. Including, coordinating communications, facilitating and owning the QA process, sharing community feedback etc
• Team Process Improvement: Continuously improve and create internal team-level processes to enhance team performance and product support effectiveness.
• Maintain Product Behaviour Documentation: Ensure up-to-date and well-structured documentation of product behaviour.
• Administer Monthly Sentiment Survey: Collaborate with UXR, Product, and Marketing teams to design survey questions and capture meaningful insights.
• Distribute the survey, analyze data, and present findings to the company.
• Oversee Bug Escalation Process: Facilitate communication on bug escalation levels with engineering, product, and community support teams.
• Ensure timely and proper escalation of bugs and maintenance of the Support Bug Tracking board.
• Facilitate continuous communication between Community Support and Product Support teams regarding recurring bugs.
• Owns and maintains the relationship between Product Support and Community Support, ensuring a tight communication loop between the Product and the Community.