PRODUCT SUPPORT LEAD

1. Team Leadership and Quality Assurance • Supervise and mentor a team of Product Support Specialists to ensure high user satisfaction levels and fast response times. • Conduct regular reviews of support tickets and interactions to ensure the quality of troubleshooting and professional communication. • Act as the final escalation point for the team before involving the development or product teams. 2. PROCESS AND ESCALATION MANAGEMENT • Standardize the Level 1 support process, including replication steps and documentation requirements for escalating issues to developers. • Monitor daily support channels and ticket queues to ensure no query is left unresolved. • Collaborate with the Development team to track the status of reported bugs and communicate updates back to the support team and users. 3. KNOWLEDGE MANAGEMENT AND TRAINING • Lead the creation and maintenance of a centralized knowledge base, including user manuals, FAQs, and internal support playbooks. • Identify recurring user issues and develop training materials or in-app guidance to reduce support volume. • Ensure the support team is fully trained on all new product updates and feature releases. 4. STRATEGIC FEEDBACK AND REPORTING • Analyse support data to identify trends in user pain points and feature gaps. • Provide structured feedback reports to Product Managers to inform the product roadmap and prioritization. • Ensure all support activities adhere to company data governance and operational standards.

• 4+ years of experience in Customer Support or Application Support, with at least 1–2 years in a senior or lead role within a software environment. • Proven ability to manage multiple priorities and lead a team in a fast-paced environment. • Exceptional communication skills and the ability to explain complex software processes to both technical and non-technical stakeholders. • High proficiency in using support ticketing systems (e.g., Jira, Zendesk) and collaboration tools. PREFERRED QUALIFICATIONS • Direct experience supporting Retail POS or Digital Commerce software within the Myanmar market. • Familiarity with Agile/Scrum processes and bug-tracking workflows.