How many years of experience do you have leading support operations teams?

Have you ever built or managed a 7-day or 24/7 support engine? If yes, describe the setup.

Which support CRM/ticketing tools have you implemented or managed (e.g., Freshdesk, Zendesk, HubSpot Service Hub)?

What was the average SLA/TAT in your last role, and how did you improve them?

Can you give an example of a high-priority escalation you handled and how you resolved it?

What processes have you used to prevent or clear backlog in support operations?

Have you worked with product/tech teams to resolve recurring issues? Please share an example.

What steps have you taken in the past to improve customer satisfaction (NPS/CSAT) scores?