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About the role
Role Summary: Own the support ecosystem as a Product Leadstrategically productizing tools, processes, voice/domain infra, and customer journeys. Hands-on expert in domain lifecycle (maintenance/purchase/renewal/DNS for all customers), Zendesk automation, Excel analytics, and scaling from reactive to proactive ops. Drive CSAT, efficiency, and cross-team alignment like a PM for support. Key Responsibilities: Domain Ownership: Full lifecycle for all customer domainspurchases, renewals/expiries, bulk maintenance, DNS config/troubleshooting, hosting fixes.Product Roadmap: Treat support as a productdefine features, user journeys, A/B tests, self-service tools; prioritize via customer feedback.Multi-Channel Ops: Manage ticketing/voice/chat/email; hit SLAs/TAT; proactive escalations.Tools Mastery: Zendesk/Zoho adminautomations, workflows, CRM integrations; Excel dashboards (Power Query/pivots).Voice Systems: IVR/virtual numbers/call tracking; 99% uptime.Lifecycle Management: Optimize onboarding/activation metrics.Governance: Build SOPs/roadmaps for proactive support.Analytics: Track CSAT/FRT/SLA/domain health; trend-based recommendations.Collaboration: PM-style partnering with Product/Sales/Tech. Required Skills: 67 years support ops (SaaS/domain preferred).Domain pro: GoDaddy/Namecheap, DNS tools, renewals.PM mindset + tech: Zendesk, IVR/Twilio, advanced Excel.Ownership, data-driven. Success Metrics: 100% domain reliability; 95% SLA; 30% CSAT/TAT uplift; 40% automation. Role Summary: Own the support ecosystem as a Product Leadstrategically productizing tools, processes, voice/domain infra, and customer journeys. Hands-on expert in domain lifecycle (maintenance/purchase/renewal/DNS for all customers), Zendesk automation, Excel analytics, and scaling from reactive to proactive ops. Drive CSAT, efficiency, and cross-team alignment like a PM for support. Key Responsibilities: Domain Ownership: Full lifecycle for all customer domainspurchases, renewals/expiries, bulk maintenance, DNS config/troubleshooting, hosting fixes.Product Roadmap: Treat support as a productdefine features, user journeys, A/B tests, self-service tools; prioritize via customer feedback.Multi-Channel Ops: Manage ticketing/voice/chat/email; hit SLAs/TAT; proactive escalations.Tools Mastery: Zendesk/Zoho adminautomations, workflows, CRM integrations; Excel dashboards (Power Query/pivots).Voice Systems: IVR/virtual numbers/call tracking; 99% uptime.Lifecycle Management: Optimize onboarding/activation metrics.Governance: Build SOPs/roadmaps for proactive support.Analytics: Track CSAT/FRT/SLA/domain health; trend-based recommendations.Collaboration: PM-style partnering with Product/Sales/Tech. Required Skills: 67 years support ops (SaaS/domain preferred).Domain pro: GoDaddy/Namecheap, DNS tools, renewals.PM mindset + tech: Zendesk, IVR/Twilio, advanced Excel.Ownership, data-driven. Success Metrics: 100% domain reliability; 95% SLA; 30% CSAT/TAT uplift; 40% automation.
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