Product Support Manager

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

📋 Description

• Lead, coach, and mentor Product Support Specialists by providing daily guidance and ongoing feedback.

• Monitor individual and team performance metrics to inform coaching strategies.

• Develop and manage schedules to ensure coverage across different time zones.

• Conduct regular quality assurance reviews and drive initiatives for quality enhancement.

• Manage the queue in Salesforce Service Cloud by triaging, prioritizing, and resolving client inquiries, bug reports, and implementation support issues.

• Handle both inbound and outbound calls from clients.

• Act as the escalation point for complex or high-priority concerns.

• Oversee hardware support activities, including troubleshooting devices, ordering replacements, scheduling third-party installers, validating installations, and closing tickets.

• Identify trends and communicate them to Customer Success, Product, and leadership teams.

• Keep standard operating procedures (SOPs) and support documentation up to date.

• Improve ineffective processes.

• Utilize AI tools and dashboards to expedite investigations.

• Contribute to the development of AI-powered support systems.

• Report directly to the VP of Product Support.

⛳️ Requirements

• A minimum of 6 years in technical or product support, preferably within B2B SaaS or a startup environment.

• At least 2 years of experience in a leadership or management role.

• Demonstrated skills in coaching and mentoring.

• Hands-on experience with Salesforce Service Cloud or a comparable ticketing system.

• Excellent spoken and written English communication skills.

• Comfortable communicating on the phone with non-technical clients.

• Ability to navigate ambiguity effectively.

• Strong passion for process improvement and enhancing customer satisfaction.

• Experience in hardware or device support is advantageous.

• Familiarity with building applications using AI tools is a plus.

🏝️ Benefits

• Variable compensation where applicable.

• Equity options.

• Semiannual reviews to recognize contributions and support ongoing development.

• Access to leading AI tools.

• Company-wide training on AI technologies.

• For U.S.-based employees: comprehensive medical, dental, and vision insurance.

• For U.S.-based employees: mental health resources and employee assistance programs.

• For U.S.-based employees: 401(k) retirement plan.

• For U.S.-based employees: HSA and FSA options.

• For U.S.-based employees: company-funded life and disability insurance.

• For U.S.-based employees: flexible paid time off (PTO).

• For U.S.-based employees: five paid sick days each year.

• For U.S.-based employees: company-observed holidays.

• For U.S.-based employees: designated company-wide recharge periods.

• For U.S.-based employees: up to 12 weeks of paid parental leave.

• For U.S.-based employees: additional leave options for birthing parents.

• For U.S.-based employees: benefits for fertility and family-building.

• For U.S.-based employees: paid leave for caregivers and bereavement.

• Hybrid and remote work arrangements available based on role and location.

• Reimbursement for home office, internet, or phone expenses where applicable.