# Head of Product Support

> Weekday AI · Gurugram, India · Full-time · Posted 2026-06-20

**Salary:** INR 3,000,000–10,000,000

**Workplace:** on_site

**Department:** Weekday's Client via platform

## Description

**This role is for one of the Weekday's clients**

**Salary range: Rs 3000000 - Rs 10000000 (ie INR 30-100 LPA)**

Experience: 8+ yrs

Location: NCR

Job Type: full-time

We are seeking an experienced Head of Product Support to lead and scale a high-performing customer and technical support organization. This leadership role is responsible for driving customer satisfaction, operational excellence, service quality, and support strategy across a growing product portfolio. The ideal candidate will build strong support frameworks, establish customer-centric processes, and ensure seamless collaboration between customers, product, engineering, and business teams.

As the leader of Product Support, you will be responsible for creating a world-class support function that not only resolves customer issues efficiently but also drives product adoption, retention, and long-term customer success. This role requires a blend of strategic thinking, technical understanding, people leadership, and operational expertise.

## Requirements

### Key Responsibilities

-   Define and execute the overall Product Support strategy aligned with business objectives and customer success goals.
-   Lead and mentor Technical Support and Customer Support teams, fostering a culture of accountability, ownership, and continuous improvement.
-   Establish and monitor support KPIs, SLAs, customer satisfaction metrics, and operational dashboards.
-   Drive timely resolution of customer issues, escalations, and critical incidents while ensuring high service quality standards.
-   Build scalable support processes, workflows, knowledge management systems, and self-service capabilities.
-   Partner closely with Product, Engineering, Implementation, and Customer Success teams to resolve complex issues and improve product usability.
-   Analyze customer feedback, support trends, and recurring issues to provide actionable insights for product enhancements.
-   Develop escalation management frameworks and incident response processes for enterprise customers.
-   Ensure consistent communication with stakeholders regarding issue resolution, product updates, and service improvements.
-   Drive customer retention and advocacy through exceptional support experiences.
-   Build and optimize support operations across multiple customer segments and geographies.
-   Recruit, develop, and retain top support talent while creating growth opportunities within the organization.
-   Champion a customer-first culture and continuously identify opportunities to enhance the customer journey.

### What Makes You a Great Fit

-   8+ years of experience in Product Support, Technical Support, Customer Support, or Customer Success leadership roles.
-   Proven track record of building and scaling support organizations in SaaS, technology, logistics, supply chain, or enterprise software environments.
-   Strong expertise in Technical Support operations, incident management, escalation handling, and service delivery.
-   Deep understanding of Customer Support best practices, customer experience management, and support analytics.
-   Experience managing enterprise customer relationships and high-priority escalations.
-   Strong leadership skills with the ability to inspire, coach, and develop high-performing teams.
-   Excellent stakeholder management skills with experience collaborating across Product, Engineering, and Business functions.
-   Data-driven mindset with expertise in support metrics, SLA management, CSAT, NPS, and operational reporting.
-   Strong problem-solving, decision-making, and communication abilities.
-   Ability to balance strategic initiatives with hands-on operational execution in a fast-paced environment.

### Preferred Skills

-   Technical Support
-   Customer Support
-   Incident & Escalation Management
-   Service Operations
-   Customer Experience Management
-   Team Leadership & People Management
-   SaaS/Product Support
-   Process Improvement & Automation
-   Stakeholder Management
-   Support Analytics & Reporting

## Apply

[Apply at Weekday AI](https://apply.workable.com/weekday-1/j/522055CD80/apply)

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