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Product Support Manager

  • Location:


  • Sector:

    Marketing, Creative, Digital & Tech

  • Job type:


  • Salary:

    £34 per hour

  • Contact:

    Natasha White

  • Contact email:

  • Contact phone:

    020 7758 4300

  • Job ref:


  • Published:

    27 days ago

  • Duration:

    12 Months

  • Expiry date:


  • Startdate:


Product Support Manager

Location: London

Length: 12 Months

Rate: £30.14 - £34.11 per hour (40 hours p/w)

Hours: 9am-6pm

Our team supports communities around internal tools. We’re organized into 4 sub teams: Customer service team with Support Specialists who triage and follow-up on bug reports, feature requests and monitor Feedback & Support groups Product Support team with Product Support Specialists, Documentation and Training Specialists who provide Product Support insights and create written and learning content Quality Assurance & Onboarding team with Quality and Onboarding Specialists who ensure continuous improvement Analytics & technical support team.

Our team is global, spread across SGP, DUB, LON, ATX, SF & around. As a Product Support Manager, you’ll be the bridge between our Support Operations team and our partners in Product engineering, designing the support operations for internal products used by FB employees, providing product support insights, ensuring user self-service and driving improvements to the user experience.

  • Participate in the development of our Product Support team – including, but not limited to, be consulted in hiring, coordinate onboarding, develop processes, define performance metrics.
  • Be accountable for Product Support team projects, own projects plans and coordinate tasks to drive progress against the H2 2021 then H1 2022 goals.
  • Onboard new tools to reduce the on-call load for partners in product engineering and improve their users experience.
  • Collaborate cross-functionally with engineering and product teams to understand business requirements and build or improve support operations with our customer service and product support teams.
  • Initiate projects to optimize Product Support program efficiency and impact.
  • Turn customer insights into actionable recommendations for engineering and product teams, customer service and product support teams.
  • Ensure creation and maintenance of self-serve written and learning content to increase adoption and autonomy of tools customers.
  • BA/BS degree in Management or equivalent experience.
  • Problem-solving, strategic and analytical skills.
  • Experience in project management, relationship building and stakeholder management across cross-functional teams.
  • A passion for streamlining processes and working collaboratively across teams.
  • Ability to manage multiple, time-sensitive projects with competing priorities, while working independently to drive projects to completion with little guidance and high attention to detail.
  • A track record for developing and driving high level support initiatives from the ground up.
  • Experience defining strategic goals and identifying key results.