Manager / Associate Director, Product Support (B2B SaaS) - Remote
Join Sprinto, a leading platform that automates Security compliance. As a Manager/Associate Director, you will lead our Product Support team, ensuring customer satisfaction and driving process improvements. Join our team of 160+ employees, reach hundreds of customers, and make an impact globally.
JOB DESCRIPTION
Sprinto is a leading platform that automates Security compliance & works with any cloud setup and helps monitor entity-level risks and controls from a single dashboard. By raising the bar on security, Sprinto ensures compliance, healthy operational practices, and the ability to grow and scale with unwavering confidence. We are a team of 160+ employees & more than hundreds of customers across 25+ countries. We are funded by top investment partners & have raised 11.5M USD.
The Role
We are looking for a Manager/Associate Director to join our Product Support team. You will be part of a team that works round the clock and supports our customers across the globe.
Responsibilities
- Lead by example and set up a highly reliable global Product Support team that enables customers across channels of Chat, Email, and Video Calls (and potentially phone in the future)
- Own the OKRs (Objectives & Key Results) for the Product Support team - track progress and ensure planned activities meet the desired outcomes
- Train and coach a team of technical Product Support engineers - across both technical as well as soft skills
- Hire and mentor new team members and help them meet their goals
Requirements
- You have led a Product Support team providing support to a global B2B customer base
- You have excellent written and verbal communication skills – most of your time would be spent in interacting with customers
- You have a good technical understanding - words like S3 bucket, DB encryption, Virtual Private Cloud are not alien to you
- You are systematic and methodical - you make commitments and meet them consistently
- You have strong prioritisation skills and ability to work with multiple customers across the globe
- You are a first-principle thinker and quick in identifying process improvements
Benefits
- Remote First Policy
- 5 Days Working With FLEXI Hours
- Group Medical Insurance (Parents, Spouse, Children)
- Group Accident Cover
- Group Term Life Insurance
- Company Sponsored Device
- Education Reimbursement Policy
