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For Companies At a Glance
- Tasks: Lead product support projects and resolve software issues while collaborating with a dynamic team.
- Company: Join Happening, a tech company expanding into new territories with innovative online products.
- Benefits: Enjoy a full-time role with opportunities for personal development and continuous learning.
- Why this job: Be part of a fast-paced environment where your insights can drive impactful changes.
- Qualifications: Bachelor’s degree and five years in project management; strong communication and analytical skills required.
- Other info: Bonus points for familiarity with support tools and leadership experience.
The predicted salary is between 36000 - 60000 £ per year.
We are currently looking for a new Product Support Lead to join our team in London! Cooperating with the rest of the team, you will provide your expert support and ensure all of our online-related software product issues get resolved and documented.
What you'll be doing:
- Managing Product Support projects.
- Improving Product Support-related processes and procedures.
- Supporting the launch of new products and company expansion into new territories.
- Resolving product-related incidents and issues.
- Creating, managing, and delivering projects in line with company and team objectives.
- Establishing business processes, implementing procedures, writing supporting documentation, and conducting workshops and training as part of project delivery.
- Assisting with Product Support operational workload by resolving issues and incidents.
- Documenting product issues and incidents in a structured and traceable manner.
- Creating and delivering business presentations to various stakeholders.
- Performing database queries to investigate product issues, gather data, or support root cause analysis.
- Analyzing available team and company data to extract actionable insights and propose new projects that support business goals.
We're looking for someone with:
- Bachelor’s degree in business or a related field.
- At least five years of experience in project management.
- Intermediate proficiency in Microsoft Office tools (Excel, Word, PowerPoint).
- Experience with analyzing support data to identify root causes, trends, and areas for improvement.
- Proficiency in English.
- Strong negotiation and communication skills.
- Ability to multitask and think critically in a fast-paced environment.
- Resourceful and self-reliant, with the ability to work independently.
- Team-oriented with a collaborative mindset.
- Comfortable with change and able to operate under uncertainty.
- Committed to personal development and continuous learning.
Bonus point for:
- Familiarity with support tooling (e.g., Zendesk, Jira, ServiceNow, Confluence) and incident management platforms.
- Ability to perform database queries (e.g., SQL) for troubleshooting and data analysis purposes.
- Familiarity with vendor management and contract negotiation best practices.
- Leadership experience, including mentoring or coaching a smaller team, even if not in a formal managerial capacity.
- Advanced knowledge of gambling industry concepts and terminology.
Product Support Lead employer: Happening
Contact Detail:
Happening Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Lead
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, like Zendesk and Jira. Having hands-on experience or even just a solid understanding of these platforms can set you apart from other candidates.
✨Tip Number 2
Brush up on your project management skills, especially in relation to product support. Be ready to discuss any relevant projects you've managed, focusing on how you improved processes or resolved issues.
✨Tip Number 3
Prepare to showcase your analytical skills by thinking of examples where you've identified root causes or trends from support data. This will demonstrate your ability to extract actionable insights, which is crucial for this role.
✨Tip Number 4
Network with current or former employees of Happening if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
We think you need these skills to ace Product Support Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in project management and product support. Use keywords from the job description, such as 'incident management', 'data analysis', and 'stakeholder presentations' to catch the employer's attention.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about the role and how your background aligns with the company's goals. Mention specific experiences that demonstrate your ability to manage projects and resolve product-related issues.
Showcase Your Skills: Highlight your proficiency in Microsoft Office tools and any experience with support tooling like Zendesk or Jira. If you have database querying skills, mention them as they are a bonus point for this position.
Prepare for Potential Questions: Think about how you would respond to questions regarding your experience with product support processes and your approach to problem-solving. Be ready to discuss examples of how you've improved processes or resolved incidents in previous roles.
How to prepare for a job interview at Happening
✨Showcase Your Project Management Skills
As a Product Support Lead, you'll be managing various projects. Be prepared to discuss your previous project management experiences, highlighting specific challenges you faced and how you overcame them. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Demonstrate Analytical Thinking
The role requires analysing support data to identify trends and root causes. Bring examples of how you've used data analysis in past roles to improve processes or resolve issues. Familiarity with tools like SQL can be a plus, so mention any relevant experience.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Think about common product-related incidents you've encountered and how you resolved them. This will show your critical thinking skills and ability to work under pressure.
✨Highlight Your Communication Skills
As you'll be creating and delivering presentations to stakeholders, it's crucial to demonstrate strong communication skills. Practice explaining complex concepts in simple terms and be ready to discuss how you've effectively communicated with different teams in the past.
