Oversee the day-to-day activities of the Product Support Specialist team, ensuring they are effective with their time, follow-up, and task management.

Lead and motivate a team of Product Support Specialists to achieve performance targets and deliver exceptional customer service.

Monitor and manage team KPIs, proactively identifying performance gaps and implementing strategies to address them.

Serve as the primary escalation point for complex Tier 1 and Tier 2 platform issues, demonstrating effective problem-solving and conflict resolution skills.

Conduct regular 1:1 meetings with direct reports to provide coaching, constructive feedback, and individual goal-setting.

Conduct regular performance evaluations and provide ongoing development opportunities to team members, fostering continuous improvement and skill enhancement.

Own team ticket queue and backlog management efforts, ensuring Zendesk and JIRA workflows are consistently followed and internal systems accurately reflect correct information.

Enforce JIRA workflow adherence across the team, ensuring tickets are properly categorized, prioritized, and progressed in alignment with support process standards.

Monitor team coverage and attendance, including coordinating time-off schedules to ensure proper staffing is maintained during SOCi work hours.

Serve as a connector across the broader support organization and other CS teams, helping align priorities and surface cross-team dependencies.

Foster a positive team culture and promote a customer-centric mindset among all team members.

Interview Product Support team candidates and lead onboarding and ongoing enablement for new hires on customer success software tools and SOCi platform.

Partner closely with the US CS leadership team and cross-functional department managers, providing regular reporting on team performance, productivity, and customer insights.

Collaborate with cross-functional teams — including Implementation, Product, Engineering, Listings Support, and Sales — to address customer needs, resolve issues, and drive process and product improvements.

Actively contribute to our technical knowledge base, online help documentation, and internal training content.

Ensure the team maintains or exceeds established service levels and productivity standards.

Analyze tickets and identify trends to surface potential areas of improvement and develop actionable insights to drive process optimization and operational excellence.

Participate in on-call support rotation as needed.

Take on special projects and other duties as assigned.