Manager, Product Support

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

📋 Description

• Manage the generalist product support team and report directly to the Head of Support.

• Take ownership of first response times, median closure times, volume, and SLA compliance.

• Provide coaching to team members based on daily performance metrics and queue statistics.

• Develop a 24-hour weekday coverage model within the first year.

• Manage shift design, staffing calculations, and regional recruitment strategies.

• Implement a formal quality assurance process for support tickets.

• Evaluate ticket handling, documentation quality, and internal notes.

• Enhance escalation processes into product verticals and support engineering.

• Create runbooks and escalation protocols to safeguard senior and engineering resources.

• Oversee follow-the-sun handoffs for ongoing tickets.

• Direct hiring, onboarding, professional development, and daily training for generalist support specialists.

• Collaborate with recruiting to hire specialists in London, Seoul, and the US.

• Integrate customer support trends into Engineering, Product, and Design roadmap discussions.

• Manage tickets and handle escalations as necessary in this hands-on managerial position.

⛳️ Requirements

• Minimum of 5 years in customer, product, or technical support roles.

• At least 2 years of experience managing a team, preferably within an enterprise SaaS environment.

• Proven experience managing a support queue and coaching team members through it.

• Experience leading a distributed team across multiple time zones.

• Familiarity with designing or operating a shift model.

• Capability to establish processes such as QA rubrics, escalation runbooks, and onboarding procedures.

• Proficient in support metrics including first response time, closure time, backlog, CSAT, and SLA compliance.

• Practical experience in a high-growth startup setting.

• Excellent communication and problem-solving abilities.

• Experience in assisting and guiding customers through complex issues.

• A collaborative team player with a mission-driven approach.

• Strong inclination towards action and ability to manage projects independently with minimal guidance.

• Nice to have: experience supporting audit, accounting, or professional services firms.

• Nice to have: familiarity with tools such as Intercom, Shortcut or Jira, and Metabase.

• Nice to have: experience with hiring in the UK or APAC regions.

• Nice to have: experience implementing AI-assisted triage in a support queue.

• Must be available to work from 10 AM to 7 PM Eastern Time.

🏝️ Benefits

• Equity opportunities.

• Remote-first work environment.

• Flexibility to work from anywhere within the USA for this role.

• A welcoming and supportive team culture.