Senior Product Manager - Customer Support

23 hours, 34 minutes ago
Full-time
Senior
Product Management
Super Technologies Pvt Ltd

Super Technologies Pvt Ltd

Super Technologies is leading System integration and Product Distribution organization, engaged in providing cutting edge technology solutions.We offer an unrivalled portfolio of products that caters to research & development establishments, Defence, Aerospace, Motorsports, Industrial applications and Technical Institutions. We offer software solutions which include a wide range of electrical and mechatronic engineering applications to meet most user profiles in our niche. From mechatronics systems to power systems, from electromagnetism to electromechanics, software solutions are dedicated to increasing your productivity and helping you to improve the performance of your devices and systems. Super Technologies is run by a team of capable individuals, who developed multi dimensions from a simple trading company to a reputed authorized dealer for multinational companies. The company offers best-in-class solutions to meet all the motion needs and Aerospace applications. Our agility and focus enables us to rapidly develop innovative solutions to a wide range of aerospace and control problems. Our systems encompasses both terrestrial and space energy production applications. Widely applied for precise and rapid actuation, instrumentation and control of vibrations, mechatronic products based on smart materials meet the stringent specifications for aerospace. We are proud to supply high quality engineered products along with strong commitment to quality customer services to various Industries across India. The firm dramatically increased its market coverage and now serves nearly every industry where there is a need for high speeds, high temperature and performance under demanding operating conditions.

aviation & aerospace
1-10
Founded 2000

Description

  • Define and execute a multi-year product vision for customer support that balances automation with human-centric service.
  • Design and scale AI-powered self-service experiences that resolve customer issues before they reach an agent.
  • Build internal tools and workflows that help support agents deliver faster, higher-quality resolutions at scale.
  • Lead the development of chatbots, help centres, and automated workflows that increase self-service resolution rates.
  • Partner with Support Operations to improve the agent desktop and reduce Average Handle Time (AHT).
  • Monitor and optimise support performance metrics including CSAT, AHT, First Response Time, and Deflection Rate.
  • Collaborate with Engineering, Design, Data Science, and Global Support Operations to deliver integrated solutions.

Requirements

  • 5+ years of product management experience, preferably in Customer Experience (CX), CRM, or internal tooling.
  • Experience with AI/ML applications in support, including NLP and LLMs.
  • Experience integrating third-party support platforms such as Zendesk, Intercom, or similar.
  • Ability to break down complex operational workflows into data-driven product requirements.
  • Exceptional communication skills for presenting vision and technical concepts to executives and frontline agents.

Benefits

  • Medical / Health Insurance.
  • Open Annual Leave.
  • Employee Assistance Programme.
  • Training & Learning Development.
  • Additional benefits that vary by country and are shared during the hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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