Job Profile
The Head, Product Support is responsible for leading the Product Support function to deliver exceptional technical and customer support across all company products. The role ensures timely issue resolution, drives customer satisfaction, improves product adoption, and serves as the bridge between customers and internal Product, Engineering, and Operations teams. The Head, Product Support will establish support standards, optimize support processes, and leverage customer feedback to drive continuous product improvement.
Core Responsibilities
Lead and oversee the Product Support team to ensure the timely resolution of customer inquiries, technical issues, and service requests in line with agreed service levels (SLAs).
Develop and implement strategies to improve customer satisfaction, product support efficiency, and overall service quality.
Ensure customers receive prompt, professional, and effective support throughout their product lifecycle.
Build and maintain a high-performing Product Support team through coaching, mentoring, training, and performance management.
Establish and monitor support KPIs, including response time, resolution time, customer satisfaction (CSAT), first-contact resolution, and ticket backlog.
Work closely with Product Management, Engineering, Quality Assurance, and Customer Success teams to resolve complex customer issues and improve product performance.
Act as the primary escalation point for critical customer support issues, ensuring timely resolution and effective stakeholder communication.
Analyze support trends, recurring issues, and customer feedback to identify opportunities for product improvements and operational efficiencies.
Collaborate with Product and Engineering teams during User Acceptance Testing (UAT), product releases, and change management activities to ensure support readiness.
Develop and maintain comprehensive product knowledge within the support team to ensure accurate and consistent customer assistance.
Create, maintain, and improve support documentation, knowledge base articles, FAQs, and troubleshooting guides.
Drive continuous improvement initiatives by identifying process gaps and implementing best practices across the Product Support function.
Prepare and present weekly and monthly reports on support performance, customer issues, SLA compliance, trends, and improvement initiatives.
Ensure compliance with company policies, information security requirements, and quality management standards in all support operations.
Foster strong collaboration with internal stakeholders to ensure customer issues are addressed promptly and effectively.
Maintain an appropriate level of competence within the Product Support team through continuous learning and professional development.
Actively contribute to the achievement of departmental and organizational goals in alignment with the Company’s vision and strategic objectives.
Perform any other duties that may be assigned from time to time by Management.
Responsible for allocated ISMS Controls.
Responsible for risk assessments concerning their processes and asset(s).
Ensure your team are aware of the relevance and importance of their activities and how they contribute to the achievement of the ISMS objective.
Ensure the relevant entry in the asset inventory is kept up to date.
First point of contact in case of security or continuity incidents.
Improve information security awareness and culture.
Protect 100% client confidential information and other critical information asset
go to method of application
Interested and qualified candidates should send their CV to careers@parkway.ng using the Job Title as the subject of the email.
Qualifications
BA/BSc/HND
