Manager, Product Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and guide the product support team by managing hiring, onboarding, performance evaluations, and ongoing coaching.

• Supervise daily operations, including scheduling and capacity planning, to meet SLAs and deliver exceptional customer service.

• Create and uphold standard operating procedures (SOPs) and documentation for the knowledge base to enhance workflows and ensure consistency.

• Establish and monitor key performance indicators (KPIs) to assess support trends and promote operational enhancements.

• Serve as the main escalation point for intricate customer issues, ensuring prompt and effective resolutions.

• Partner with Product and Engineering teams to report and track bugs, while advocating for customer needs by sharing ticket trends to shape the product roadmap.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• A Bachelor's degree in Business, Communications, Technology, or a related discipline.

• Over 5 years of experience in product support, customer success, or technical support roles.

• A minimum of 2 years of direct experience in people management.

• Availability to work during PST business hours.

• Strong comprehension of product life cycles, bug tracking, and release processes.

• Excellent verbal and written communication skills, with a demonstrated ability to handle challenging customer interactions proficiently.

🏝️ Benefits

• Flexible PTO policy (3-5 weeks per year recommended) plus 11 paid company holidays.

• Generous parental leave benefits.

• Competitive coverage for Medical, Dental, Vision, Life, and AD&D insurance.

• Equip covers a significant portion of benefits premiums for both individuals and families.

• Spring Health, a fully employer-funded mental health benefit provided through Guardian.

• 5 complimentary therapy sessions and 5 free coaching sessions annually for you and each of your dependents.

• Employee Assistance Program (EAP), a company-sponsored resource for mental health, legal services, financial assistance, and more!

• HealthJoy, a fully employer-funded platform that connects you with a healthcare concierge to help navigate your benefits.

• 401K Option available!

• A monthly stipend of $50 directly added to an employee’s paycheck to assist with home internet costs.

• A monthly stipend of $250 for co-working space usage.

• An initial work-from-home stipend of up to $500.

• A reload of $200 on the home office stipend at the 3-year anniversary and every two years thereafter (years 5, 7, etc.).

• Company-provided laptop.