Manager of Product Support
108000 - 130000 USD per year
Company:
Location:United States, EST, PST
Languages:English
Seniority level:Manager, 5+ years
Experience:5+ years
Skills:
LeadershipSQLArtificial IntelligenceBusiness IntelligenceData AnalysisMachine LearningPeople ManagementProduct OperationsCross-functional Team LeadershipOperations ManagementTableauQuality Assurance
Requirements:
2+ years of people management in B2B SaaS Support. 5+ years overall in technical/product support or adjacent customer-facing roles. Strong commitment to nurturing diverse teams. Demonstrated ability to lead through change. Proven ownership of frontline operations. Strong cross-functional leadership with Product, Engineering, and Go-to-Market teams. Excellent written and verbal communication and de-escalation skills. Experience working with modern, AI driven support tooling. Strong data analysis and reporting skills using tools like Zendesk, Looker, Tableau, and BigQuery.
Responsibilities:
Lead, coach, and develop the global support team. Own daily operations including workforce management and SLA attainment. Raise ticket quality and customer experience through QA and enablement. Oversee expansion and maintenance of internal and external documentation. Own end-to-end Support analytics and build dashboards. Partner across Product, Engineering, and CS to evaluate customer trends. Evaluate and pilot AI deflection/assist and new support channels. Participate in incident response and on-call.
