Product Support Manager

About Anchanto
Anchanto is a Global B2B SaaS product company headquartered in Singapore with operations across 14+ countries. Through its award-winning SaaS products and solutions, Anchanto enables eCommerce Brands, Retailers, Online Sellers, SMEs, 3PLs, eCommerce enablers/Distributors manage & run highly successful end-to-end eCommerce operations across Asia Pacific. With the philosophy of making ‘multichannel selling and eCommerce logistics’ simple for everyone, Anchanto was founded by Mr. Vaibhav Dabhade in June 2011. Today, 7200+ businesses run highly successful eCommerce operations through Anchanto platform. Our customer base comprises of global players such as Nestle, Luxasia, DKSH Asia, Asendia, Pos Malaysia, DHL eCommerce, MYDIN, Jay Gee, Telkom Indonesia, and many more. Anchanto operates from its offices and teams across Singapore, India, Malaysia, Indonesia, Philippines, and Australia. We continue to grow multi-fold month-on-month, with our growing customer base managing 58+ million SKUs & 102+ million product listings, and processing 31+ million orders worth a Gross Merchandise Value (GMV) of 1.27+ Billion.

Job Overview:

As a Product Support Manager for our E-commerce SaaS platform, you will play a crucial role in ensuring customer satisfaction by overseeing and optimizing support operations. This position requires a minimum of 10+ years of experience in customer support, with at least 4 years in leading and managing a team. The ideal candidate should have strong leadership skills, technical acumen, and a customer-centric approach. The role involves working the EMEA shift (12:30 PM to 9 PM IST).

Key Competencies:

1. Customer Focus

   • Understand customer needs and expectations to provide timely and effective support.
   • Foster a customer-centric culture within the support team.

2. Technical Proficiency

   • Strong understanding of the E-commerce SaaS platform and its technical aspects.
   • Provide technical guidance to both the support team and customers.

3. Leadership

   • Lead and inspire a team of support professionals to meet performance goals.
   • Conduct regular team meetings and training sessions to enhance skills and knowledge.

4. Problem Solving

   • Efficiently identify and resolve complex technical issues.
   • Implement proactive measures to prevent recurring problems.

5. Communication

   • Effectively communicate with customers, internal teams, and stakeholders.
   • Prepare and present reports on support metrics and KPIs.

6. Collaboration

   • Collaborate with the product development team to provide insights from customer support.
   • Work closely with other departments to ensure a seamless customer experience.

Roles and Responsibilities:

Team Management

• Recruit, train, and manage a team of product support specialists.
• Conduct regular performance evaluations and provide constructive feedback.

Metric Tracking and Computation

• Track and measure support metrics (SLA, CSAT, NPS, Response, and Resolution Time).
• Prepare analytics to improve key metrics and identify areas for improvement.

Customer Support

• Oversee the resolution of customer issues through various channels (tickets, chat, email, phone).
• Ensure adherence to service level agreements (SLAs) for response and resolution times.

Product Knowledge

• Stay updated on the latest features and updates of the E-commerce SaaS platform.
• Provide training to the support team on new features and changes.

Quality Assurance

• Implement quality assurance processes to ensure the delivery of high-quality support.
• Conduct regular audits of customer interactions for compliance and improvement.

Continuous Improvement

• Identify areas for process improvement and implement necessary changes.
• Analyze customer feedback to enhance the overall experience.

Documentation

• Ensure accurate and up-to-date documentation of support processes and procedures.
• Develop and update knowledge base articles for customer self-service.

Reporting

• Generate and analyze reports on support metrics, identifying trends and areas for improvement.
• Present regular updates on support performance to the leadership team.

Qualifications:

• Bachelor’s degree in a relevant field.
• Minimum of 10 years of experience in customer support, with at least 4-5 years in a leadership or managerial position.
• Strong understanding of E-commerce and SaaS platforms.
• Exposure to managing customers from the EMEA region is an added advantage.
• Excellent communication and interpersonal skills.
• Proven ability to lead and motivate a team.
• Technical proficiency and ability to troubleshoot complex issues.