What are the responsibilities and job description for the PRODUCT SUPPORT LEAD position at Myanmar Zarla Distribution Co.,Ltd?
About Us
Our Company is a product-focused software and SaaS provider in Myanmar, leveraging its status as a strategic technology arm of a powerful local business group.
We are building an enterprise-grade software, specifically designed for the complexities and unique regulatory environment of the Myanmar market, aimed at the Manufacturing, Distribution, and Enterprise sectors.
The Opportunity
We are seeking a proactive and structured Product Support Lead to manage our Level 1 support operations.
You will be responsible for leading a team of specialists to ensure that every shop owner using our POS software receives timely and effective assistance. This role is the critical link between our users, the support team, and the developers, ensuring that operational friction is identified and resolved quickly.
Key Responsibilities
Our Company is a product-focused software and SaaS provider in Myanmar, leveraging its status as a strategic technology arm of a powerful local business group.
We are building an enterprise-grade software, specifically designed for the complexities and unique regulatory environment of the Myanmar market, aimed at the Manufacturing, Distribution, and Enterprise sectors.
The Opportunity
We are seeking a proactive and structured Product Support Lead to manage our Level 1 support operations.
You will be responsible for leading a team of specialists to ensure that every shop owner using our POS software receives timely and effective assistance. This role is the critical link between our users, the support team, and the developers, ensuring that operational friction is identified and resolved quickly.
Key Responsibilities
- Team Leadership and Quality Assurance
- Supervise and mentor a team of Product Support Specialists to ensure high user satisfaction levels and fast response times.
- Conduct regular reviews of support tickets and interactions to ensure the quality of troubleshooting and professional communication.
- Act as the final escalation point for the team before involving the development or product teams.
- PROCESS AND ESCALATION MANAGEMENT
- Standardize the Level 1 support process, including replication steps and documentation requirements for escalating issues to developers.
- Monitor daily support channels and ticket queues to ensure no query is left unresolved.
- Collaborate with the Development team to track the status of reported bugs and communicate updates back to the support team and users.
- KNOWLEDGE MANAGEMENT AND TRAINING
- Lead the creation and maintenance of a centralized knowledge base, including user manuals, FAQs, and internal support playbooks.
- Identify recurring user issues and develop training materials or in-app guidance to reduce support volume.
- Ensure the support team is fully trained on all new product updates and feature releases.
- STRATEGIC FEEDBACK AND REPORTING
- Analyze support data to identify trends in user pain points and feature gaps.
- Provide structured feedback reports to Product Managers to inform the product roadmap and prioritization.
- Ensure all support activities adhere to company data governance and operational standards.
- 4 years of experience in Customer Support or Application Support, with at least 1–2 years in a senior or lead role within a software environment.
- Proven ability to manage multiple priorities and lead a team in a fast-paced environment.
- Exceptional communication skills and the ability to explain complex software processes to both technical and non-technical stakeholders.
- High proficiency in using support ticketing systems (e.g., Jira, Zendesk) and collaboration tools.
- Direct experience supporting Retail POS or Digital Commerce software within the Myanmar market.
- Familiarity with Agile/Scrum processes and bug-tracking workflows.