Manager of Product & Customer Support
O
OsanoPrivacy SaaS
U.S.Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- HTMLCSSJavascriptJiraRESTful APIsZendesk
Requirements
- 5+ years in technical support or similar within a SaaS environment
- 2–3+ years of experience managing support teams or ICs
- Proficiency in JavaScript, HTML, and CSS (debugging level)
- Ability to troubleshoot client-side and browser-based issues using developer tools (console, network, etc.)
- Strong understanding of API calls, integrations, and how systems interact
- Experience working within technical support queues and managing ticket workflows
- Experience with support tools (Zendesk, Jira, HubSpot Support, DevRev, or similar)
- Familiarity with AI tools (e.g., ChatGPT) to improve troubleshooting efficiency and workflows
- Ability to work cross-functionally with customer, product, and engineering teams
Responsibilities
- Own and manage the support ticket queue and day-to-day operations
- Define, track, and improve key support KPIs (FRT, CSAT, resolution time, backlog)
- Build scalable processes and workflows to support growth without increasing headcount
- Identify and implement automation across triage, routing, and resolution
- Act as a senior escalation point for complex technical issues
- Diagnose front-end, browser, and integration-related issues
- Support API troubleshooting and technical debugging
- Design and improve escalation workflows across Support, Product, and Engineering
- Lead implementation and optimization of DevRev (or similar tools)
- Build dashboards, reporting, and operational visibility into support performance
- Continuously improve tooling to increase efficiency and insight
- Manage and coach a small team of Support ICs
- Provide mentorship, feedback, and performance guidance
- Balance leadership responsibilities with hands-on ticket ownership
- Partner closely with Product, Engineering, and Customer Success
- Strengthen feedback loops between customer issues and product improvements
- Influence product decisions through support insights and trends
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