Product Support Team Leader (US, Automation Testing & Customer Service)

Katalon - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

10,001+ employees

About the position

The Product Support Team Leader at Katalon is responsible for overseeing the product support team, ensuring exceptional customer experiences, and aligning support operations with product goals. This role involves mentoring team members, managing support ticket lifecycles, and developing a knowledge base to enhance customer support. The leader will also analyze customer feedback to drive product improvements and maintain high customer satisfaction.

Responsibilities

• Oversee and drive the product support team's strategic direction, aligning support operations with overall product goals and customer satisfaction metrics.
• Serve as the primary point of contact for enterprise customers, championing their needs and ensuring exceptional customer experiences.
• Cultivate a high-performing support team through mentorship, coaching, and fostering a collaborative environment.
• Onboard new-comers to the team and guide them through their first 30-60-90 day journey.
• Manage support ticket lifecycle, ensuring timely resolution of issues and adherence to service level agreements (SLAs).
• Effectively handle critical support incidents, coordinating with cross-functional teams to drive swift resolution.
• Develop and maintain a comprehensive knowledge base to empower the team and provide efficient customer support.
• Proactively identify opportunities to enhance support processes, tools, and team capabilities.
• Gather and analyze customer feedback to inform product improvements and drive customer satisfaction.

Requirements

• 4-8 years of experience (with 2 years of team-leading experience for technical support teams), demonstrating a track record of success in customer satisfaction and team development.
• Strong understanding of automation testing, software testing concepts, and emerging technologies.
• Passion for delivering exceptional customer service and building strong relationships with enterprise clients.
• Ability to think critically, analyze data, and develop strategic plans to improve support operations.
• Excellent written and verbal communication skills, capable of effectively interacting with customers and technical teams.
• Proven ability to diagnose and resolve complex technical issues efficiently.
• Experience building and leading high-performing teams, fostering a collaborative and supportive culture.

Nice-to-haves

• Experience with Selenium, Integrated Development Environment, Software Test Automation, CI/CD.
• Knowledge of DevOps or development methodologies.
• Experience in start-ups or SaaS organizations.

Benefits

• Attractive compensation package with achievable and compelling Quarterly Performance Bonus (modeled at 90% gross monthly salary)
• Self-Managed Paid Time Off (PTO)
• 100% company-paid Medical, Dental, & Vision insurance for you and your dependents
• 401(k) retirement plan with company match
• Diverse, Equal, Inclusive, and Belonging work environment