The Opportunity
This is a unique leadership role that sits at the intersection of Product, Engineering, Quality Assurance, and Customer Success Teams. Please take note that this role is based in New Zealand
As Product Support Lead, you'll own the coordination and delivery of support activities across the Harmoni platform. You'll lead a small team, oversee support-focused sprint activities, manage high-priority incidents and defects, and drive continuous improvement across support operations.
We're looking for someone who enjoys solving complex problems, bringing people together, and creating structure and clarity in fast-moving environments.
What You'll Be Doing
Support Operations & Incident Management
Act as the central point of coordination for Harmoni support activities.
Monitor, triage, and manage critical and high-priority incidents.
Ensure timely communication and resolution of customer-impacting issues.
Work closely with Engineering, QA, Product, and Customer teams to coordinate support efforts.
Oversee the support backlog and help prioritise bug fixes and improvement initiatives.
Analyse support trends and recurring issues to identify opportunities for improvement.
Produce reports, summaries, and status updates for key stakeholders.
Participate in and coordinate on-call and incident response activities where required.
Leadership & Team Development
Lead, coach, and support members of the Product Support team.
Allocate work effectively across team members and support sprint delivery.
Foster a collaborative, engaged, and high-performing team culture.
Support team development through coaching, feedback, and career planning.
Contribute to recruitment, onboarding, and performance management activities.
Champion wellbeing, inclusion, and continuous learning.
Agile Delivery & Sprint Leadership
Lead support sprint planning and execution.
Facilitate Agile ceremonies including stand-ups, sprint planning, reviews, and retrospectives.
Monitor progress, identify risks and blockers, and help teams achieve sprint goals.
Balance urgent production issues alongside planned work.
Collaborate with Development and QA teams to ensure resources are aligned to priorities.
Continuous Improvement
Identify opportunities to improve support processes, workflows, and customer outcomes.
Drive initiatives that improve efficiency, visibility, and service quality.
Recommend and implement automation where appropriate.
Contribute to improvements across support operations, release practices, and product quality processes.