Product Support Manager Resume Guide

Product Support Managers are responsible for providing technical assistance and support to customers who use a company’s products or services. They answer customer inquiries, diagnose problems, identify solutions, and ensure customer satisfaction with the product or service. Additionally they may coordinate with other departments such as sales and engineering to resolve more complex issues.

You have a knack for product service and customer satisfaction. But hiring managers don’t know who you are yet, so to get them up-to-date on your abilities, you must create an attention-grabbing resume that stands out from the crowd.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Product Support Manager Resume Sample

Ressie Ankunding
Product Support Manager

[email protected]
578-396-3932
linkedin.com/in/ressie-ankunding

Summary

Driven product support manager with experience in providing technical assistance to customers. Highly proficient in analyzing customer feedback, implementing strategies for improvement and developing cost-effective solutions. Experienced at managing teams of up to 10 people, ensuring the resolution of customer problems efficiently and effectively while meeting service level agreements. Proven ability to develop best practices that improve customer satisfaction metrics by over 30%.

Experience

Product Support Manager, Employer A
Lancaster, Jan 2018 – Present

Compiled weekly performance reports of over 50 product support agents, highlighting areas needing improvement and allowing for timely troubleshooting of customer issues.
Streamlined the technical issue resolution process by 20%, increasing efficiency in responding to customer inquiries without compromising quality standards or service level agreements (SLAs).
Reorganized existing product manuals into an easy-to-use online platform, resulting in a 25% reduction in callbacks from customers regarding installation/usage queries.
Accurately tracked all incoming orders and shipments within a customized database system; this allowed for faster delivery time with 0 errors on more than 3,000 orders annually.
Prepared detailed monthly budget plans that reduced operational costs by 10%; trained new hires on daily operations procedures while managing multiple projects simultaneously at any given time.

Product Support Manager, Employer B
Aurora, Mar 2012 – Dec 2017

Presented product support solutions to over 200 customers on a daily basis, helping them overcome technical issues and increasing customer satisfaction by 30%.
Spearheaded the implementation of new product support software that automated manual processes and improved response time to customer queries by 40%.
Meticulously tracked all incoming customer requests and worked closely with IT teams to resolve complex problems in a timely manner; reduced average resolution times from 72 hours to 24 hours.
Optimized existing procedures for providing product support services, resulting in cost savings of $15K annually through increased efficiency & productivity levels.
Improved team collaboration between Product Support Managers and other departments such as sales & engineering, leading to better coordination & communication when resolving customer inquiries within SLAs (service level agreements).

Skills

Process Improvement
Operations Management
Manufacturing
Continuous Improvement
Troubleshooting
Team Leadership
Engineering
Product Development
Customer Satisfaction

Education

Bachelor of Science in Business Administration
Educational Institution XYZ
Nov 2011

Certifications

Certified Product Support Manager (CPSM)
Association for
May 2017

1. Summary / Objective

The summary/objective at the beginning of your product support manager resume is like a trailer – it should provide an overview of who you are and why you excel in this role. This is where you can highlight your best qualities; for example, mention how many years of experience you have providing customer service, the number of successful projects completed with minimal supervision, or any awards/certifications related to product support management that demonstrate your expertise.

Below are some resume summary examples:

Talented product support manager with 8+ years of experience leading successful customer service teams. Proven track record in increasing customer satisfaction by 20% within the first 6 months and reducing complaints by 50%. Skilled at implementing innovative strategies to improve customers’ experience, decrease resolution times, and maximize loyalty rates. Seeking a role as a Product Support Manager at XYZ Company where I can use my expertise to help drive success.

Committed product support manager with 8+ years of experience in customer service and technical support. Reliable problem-solver who successfully manages teams to ensure a high level of customer satisfaction. Skilled at implementing new processes, identifying trends, and providing management solutions that increase productivity while minimizing costs. At XYZ, developed an award-winning system for streamlining the ticketing process by 33%.

Well-rounded product support manager with 7+ years of experience leading teams in providing customer service and technical assistance. Proven track record of identifying customer pain points, creating efficient processes to address them, and developing strategies for continuous improvement. Aiming to utilize my expertise in data analytics and problem-solving skills at ABC Tech Inc., where I can drive customer satisfaction even higher.

Amicable product support manager with 5+ years of experience leading customer service teams and managing product inquiries. Skilled in identifying, analyzing, and resolving technical problems quickly to enhance customer satisfaction. At XYZ Company, improved the resolution rate by 32% within six months. Seeking a role at ABC as a Product Support Manager where I can utilize my expertise to ensure timely solutions for customers’ needs.

Dependable product support manager with 8+ years of experience in customer service and product management. Proven success in streamlining operations, leading teams, and driving customer satisfaction. At XYZ Corp., developed a comprehensive system for handling customer queries which increased response speed by 20%. Highly organized, detail-oriented professional eager to bring knowledge and expertise to ABC Inc.’s product support team.

Hard-working and proactive product support manager with 10+ years of experience leading customer service teams. Proven track record of identifying opportunities to improve user satisfaction by 20% and reducing ticket backlogs by 40%. Seeking a role at ABC Tech where I can utilize my organizational skills, technical acumen, and problem-solving abilities to help customers get the most out of their products.

Diligent product support manager with 7+ years of experience in customer service and technical support. Skilled at resolving issues quickly, efficiently, and accurately for a large portfolio of products. At XYZ Corp., managed the successful resolution of over 10,000 cases while reducing wait times by 42%. Seeking to bring my expertise in problem-solving to ABC Tech as their next Product Support Manager.

Energetic and highly organized product support manager with 5+ years of experience in customer service, technical training, and sales. Seeking to leverage extensive knowledge of digital products and services to help ABC grow its user base. At XYZ Corp., increased customer satisfaction ratings by 40% via improved onboarding processes and better communication channels.

2. Experience / Employment

The work history/experience section is the part of your resume where you talk about what you have done in the past. It should be written in reverse chronological order, meaning that your most recent job is listed first.

When writing this section, stick to bullet points as much as possible; it makes it easier for a reader to take in all of the information quickly. When describing each role, provide detail and quantifiable results whenever possible. For example, instead of saying “Managed customer support team,” say something like “Lead a 12-person customer support team which achieved an average response time reduction of 20% within 6 months.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Coordinated
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Optimized
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Achieved a 95% customer satisfaction rating by providing timely product support to over 400 customers on a daily basis.
Represented the company in numerous conferences and expositions, leading product demonstrations for potential clients and successfully securing 3 new contracts worth $120K each.
Facilitated smooth onboarding of 10+ new products within tight deadlines through proactive planning and strategic resource allocation, driving up sales revenue by 20%.
Diligently monitored customer feedback across multiple channels to identify opportunities for improvement; established 5 major improvements that boosted user experience ratings by 16%.
Demonstrated advanced technical problem-solving skills when resolving complex issues with software & hardware systems; reduced resolution time from 4 hours to 1 hour on average per incident reported.

Participated in the design, implementation and management of product support strategies for over 200 products; improved customer satisfaction ratings by 15%.
Reduced response time to customer inquiries from 24 hours to 6 hours on average while addressing up to 250 tickets daily.
Advised customers on technical issues with their purchased products via phone, email & online chat platforms; resolved 65% of cases within one session without escalating them further.
Thoroughly documented all feedback gathered from customers during troubleshooting processes and reported any recurring complaints or comments regarding quality assurance standards directly to senior management team members.
Coordinated with operations personnel across 3 countries in order to ensure that new product releases were communicated accurately and efficiently between departments; minimized launch delays by 20%.

Assessed product support requirements and formulated comprehensive plans to address issues with customer satisfaction, resulting in a 15% increase in repeat business.
Successfully implemented new procedures for product installation and maintenance processes; shortened average response time by 35%.
Expedited resolution of over 500 technical problems while maintaining accurate logs of all cases handled via telephone, email or online chat services; decreased backlogs by 25%.
Utilized advanced troubleshooting skills to resolve complex hardware/software malfunctions efficiently; 95% success rate on first call resolutions saved an estimated $15K in costs annually.
Led a team of 10+ technicians providing remote & on-site assistance across multiple locations within the state; improved overall service quality ratings by 18%.

Developed and implemented a comprehensive product support plan that achieved 10% increase in customer satisfaction within 6 months.
Structured and managed 15+ cross-departmental teams to ensure smooth delivery of all products, thereby increasing productivity by 20%.
Introduced new processes for the management of documentation related to product support activities; reduced processing times by 25%.
Proficiently handled escalated issues from customers with an average resolution time of 48 hours or less, resulting in a 35% decrease in repeat inquiries over 3 months period.
Revised existing policies on interdepartmental communication & collaboration regarding product support initiatives; improved workflow efficiency by 40%.

3. Skills

Two organizations that have advertised for a position with the same title may be searching for individuals whose skills are quite different. For instance, one may be looking for someone with extensive experience in customer service, while the other is seeking an individual who can manage a team of product support specialists.

It is important to tailor your skills section to each job that you are applying for; this will help ensure that applicant tracking systems (ATS) recognize the relevant keywords and pass on your resume to a human recruiter.

In addition, it’s also beneficial to elaborate on what makes you stand out from other candidates in terms of qualifications/experience/knowledge by discussing it further elsewhere in the resume – such as within the summary or experience sections.

Below is a list of common skills & terms:

Account Management
Analysis
Business Analysis
Business Development
Business Process Improvement
Change Management
Continuous Improvement
Contract Negotiation
Cross Functional Team Leadership
Customer Satisfaction
Data Analysis
Electronics
Engineering
Heavy Equipment
Integration
Lean Manufacturing
Logistics
Manufacturing
Operations Management
Process Improvement
Product Development
Product Management
Product Support
Program Management
Project Planning
Purchasing
Quality Assurance
Requirements Analysis
SQL
Sales Operations
Six Sigma
Software Development
Software Documentation
Strategy
Supply Chain Management
Team Leadership
Technical Support
Testing
Troubleshooting
Windows

4. Education

Adding an education section to your resume will depend on how far along you are in your career. If you have just graduated and don’t have much work experience, it’s best to include an education section below the objective. However, if you’ve been working as a product support manager for years and at multiple companies with plenty of different responsibilities to showcase, omitting the education section is perfectly fine.

If including an education section on your resume, try mentioning courses related to the product support manager role such as project management or customer service skills that could be beneficial for this job position.

Bachelor of Science in Business Administration
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your skills and knowledge in a particular field. They show potential employers that you have been tested by an accredited organization, making you more proficient than other applicants who don’t possess the same certification.

If the job advert emphasizes specific certifications or qualifications, make sure to include them on your resume so hiring managers can see that you meet their requirements. Doing this will help set yourself apart from other candidates and increase your chances of getting hired for the position.

Certified Product Support Manager (CPSM)
Association for
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Ressie Ankunding, this would be Ressie-Ankunding-resume.pdf or Ressie-Ankunding-resume.docx.

7. Cover Letter

Providing a cover letter with your job application can be an invaluable tool that sets you apart from other candidates. It is a document consisting of 2 to 4 brief paragraphs which allows you to explain why the role appeals to you and what makes you uniquely qualified for it.

Cover letters are not mandatory in most cases, but they provide recruiters with valuable insights about who you are as a professional and should always be considered when applying for jobs.

Below is an example cover letter:

Dear Florence,

I am writing to apply for the Product Support Manager position at [company name]. With more than 7 years of experience in product support and customer service, I have the necessary skills and knowledge to excel in this role. In my current position as a Product Support Specialist at [company name], I provide exceptional customer service and technical support to customers using our software products. I am also responsible for training new employees on our products and providing feedback to our development team on ways to improve the user experience.

In addition to my customer service and technical support experience, I also have project management experience from leading several successful product launches. My organizational skills, attention to detail, and ability to work well under pressure would be a valuable asset in managing your product support team. Based on my qualifications, I believe that I am the ideal candidate for this position.

I would welcome the opportunity to discuss how my skills and experiences can benefit your company further during an interview. Thank you for your time and consideration; I look forward to hearing from you soon.

Sincerely,

Ressie