Manager of Product Support
New
A
AshbyB2B SaaS
Remote - US; United States; CanadaFull-TimeManager
Salary110,000 - 145,000 USD per year
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Job Details
- Required Skills
- Data AnalysisRESTful APIs
Requirements
- Proven track record of leading and growing high-performing, technical B2B SaaS Support organizations.
- Experience working with complex B2B software products.
- Comfortable discussing APIs, integrations, and system workflows with technical teams.
- Analytical: comfortable using data and metrics to drive decision-making.
- Well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center).
- Proven ability to proactively address thematic customer issues and improve processes.
- Ability to thrive in ambiguity and build new processes.
- Strong advocate for customers and team members.
- Detail-oriented with a focus on operational efficiencies.
Responsibilities
- Lead an incredible group of Technical Support Specialists.
- Collaborate closely with Support Managers and help shape how we scale customer support.
- Develop and implement effective Support strategies.
- Monitor key performance indicators and resolve escalated customer issues.
- Collaborate with Product, Engineering, and Customer Success teams to address customer needs.
- Maintain support documentation.
- Foster a positive team environment and drive professional growth.
- Handle customer-facing tickets for escalation or learning.
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