Product Support Manager at RedCloud Technology

RedCloud is a highly-diverse, dynamic team comprised of driven talent from 21 different countries, speaking at least 10 languages, with a footprint in seven locations worldwide - and we’re still growing. With a team across 3 continents, over 30+ nationalities contributing to open commerce movement, we’re always looking for new talent to join our mission and drive our business and our technology forward, from our touchpoints in London, Buenos Aires and Lagos.

We are recruiting to fill the position below:

Job Title: Product Support Manager

Location: Lagos
Employment Type: Full Time
Department: Product

The Role

• The Product Support Manager will play a pivotal role in ensuring our platform operates seamlessly and effectively meets the needs of our users.
• This position involves a blend of technical acumen, customer service expertise, and leadership skills to manage and enhance our product support operations.
• By joining our team, you'll be contributing directly to our mission of transforming commerce in emerging markets.

Main Responsibilities
User Support Excellence:

• Lead a team dedicated to providing outstanding support to users of the RedCloud platform, ensuring swift and effective resolution of issues.

Product Improvement Insights:

• Gather and analyze user feedback to drive continuous improvement of the platform, collaborating with the product development team to enhance user experience.

• Team Development:

  Manage and develop the Product Support team, setting objectives, conducting performance appraisals, and fostering a culture of excellence.

Stakeholder Engagement:

• Work closely with other departments to ensure product support strategies align with overall business objectives and user needs.

Quality Assurance:

• Oversee the development and implementation of quality assurance protocols to maintain high standards of product support.

What We're Looking For

• Proven experience in a Product Support Management role within a fast-paced tech or e-Commerce environment.
• Excellent leadership abilities and a track record of managing high-performing teams.
• Strong technical background, with the ability to understand and troubleshoot complex issues.
• Exceptional communication and interpersonal skills, capable of engaging effectively with both technical and non-technical stakeholders.
• Customer-focused mindset, with a passion for delivering outstanding service and support.
• Experience with data analysis and feedback gathering tools to inform product improvement strategies.

Application Closing Date
Not Specified.