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ABBYY Company announces a job opportunity with a competitive salary in Bahrain - apply now

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Senior Manager of Support – Consumer Products

About the Job

Join ABBYY and be part of a team that values your unique work style. We offer flexible work options, a supportive team, and rewards that recognize your contributions. Our culture is built on respect, transparency, and simplicity—ensuring we always do the

right thing. As part of our Customer Excellence team, you'll collaborate with over 10,000 customers, including many Fortune 500 companies, delivering transformative customer support for ABBYY’s consumer products.

Job Overview

The Head of Mass Products is a strategic leadership role within the Customer Support organization. This position is responsible for developing, optimizing, and executing strategies to deliver top-tier support for ABBYY’s consumer products. Key responsibilities include tracking customer health, analyzing performance metrics, and implementing initiatives to enhance the overall customer journey.

Job Responsibilities

Operational Strategy & Execution

Develop and implement high-quality customer support strategies for ABBYY’s B2C (Business-to-Consumer) Products
Establish and refine KPIs aligned with company goals, focusing on SLA, CES, and other key metrics
Optimize internal processes to enhance efficiency, ensuring documentation is up-to-date in the internal database (Wiki)
Use data analytics tools (e.g., Zendesk) to monitor performance, identify trends, and implement improvements
Collaborate with stakeholders to manage orders, chargebacks, and escalations efficiently

Leadership & Team Development

Lead, mentor, and inspire the support team to deliver exceptional customer service
Work closely with the Team Lead to effectively manage workloads and address operational challenges
Foster career development, identifying growth opportunities and creating development plans for team members

Customer Experience & Satisfaction

Continuously monitor and improve customer satisfaction metrics, including response times and feedback management
Oversee quality assurance evaluations to ensure high-quality customer interactions
Collaborate with the team to maintain and improve Help Center content, ensuring accuracy and relevance

Collaboration & Cross-functional Leadership

Work closely with QA, Development, and Sales teams to align support operations with broader business initiatives
Participate in product consultations to address customer needs and provide valuable insights to other departments

Technology & Tools Management

Evaluate and implement new tools and technologies to streamline customer support operations
Identify opportunities for automation and self-service solutions to enhance efficiency and scalability

Required Skills & Experience

Customer Support & Operations Expertise

Proven success in managing high-volume customer support operations for mass-market products
Strong analytical skills with experience using Zendesk or equivalent tools for tracking metrics and generating insights

Leadership & Team Management

Experience leading and developing teams, fostering a collaborative and high-performance culture
Expertise in quality assurance and process improvement to enhance support delivery

Customer-Centric Approach

Strong customer service mindset with the ability to manage escalations and effectively address customer concerns
Excellent interpersonal skills for building relationships with both internal teams and external stakeholders

Technical Aptitude

Familiarity with Verifone or similar platforms for managing purchase databases and chargebacks (preferred)
Basic understanding of product development and QA processes to support cross-functional collaboration

Preferred Qualifications

3+ years of experience in customer support
Bachelor’s degree in Business, Information Technology, or a related field
Experience with automation tools or self-service solutions is a plus

Why Join ABBYY?

Love How You Work

Flexible Work Options: Remote and hybrid work models to fit your lifestyle
Work-Life Balance: Flexible working hours to help you find your ideal balance
Paid Volunteering: Two paid days off per year for volunteering
Parental Leave: Paid parental leave for all employees

Love Whom You Work With

Global Team: 600+ colleagues across 15 countries on four continents
Diverse Workforce: Employees from 30+ nationalities creating a culture of innovation
Industry Leadership: ABBYY holds 140+ technology patents and is recognized by Gartner, Everest PEAK Matrix®, ISG Intelligent Automation Lens, and NelsonHall

Love What You Work On

Over 35 years of technology leadership
Trusted by 10,000+ customers, including DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK
Pioneered the first low-code/no-code Intelligent Document Processing (IDP) platform
Driving innovation in Machine Learning, NLP, Computer Vision, and AI-driven marketplaces

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