The Product Support Manager will lead our high-performing technical support team through coaching, development, and knowledge guidance regarding best practices. The role manages the day-to-day service levels in the Support Center while ensuring feedback is looped back to the product teams for engineering improvement.

Reporting to: Director, Operations and Engineering

Location: Burnaby, BC

Responsibilities

• Champion opportunities to consistently improve the IBC experience to drive customer retention and increase customer satisfaction.
• Guide the team in effective client issue resolution and handle any escalations
• Develop listening points in the customer journey, define segmentation of the customer base and varying strategies, and identify opportunities for continuous improvement
• Create and drive a customer experience framework for IBC to align with the Rheem strategy.
• Determine call center operatio...