Senior Manager, Dedicated Product Support

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

📋 Description

• Take personal responsibility for high-impact escalations, driving timely resolutions with effective stakeholder communication.

• Manage challenging customer discussions with poise, establishing realistic expectations while preserving trust.

• Use sound judgment to determine when and how to involve senior leadership and cross-functional teams, preventing escalations from disrupting the organization.

• Maintain high standards for backlog management and case progression across all assigned accounts.

• Collaborate with Support Operations to ensure adequate coverage, capacity, and process efficiency.

• Identify trends impacting customer experience proactively and implement improvements before they escalate.

• Facilitate cross-functional collaboration with Product, Engineering, Customer Success, and Services to address intricate customer issues.

• Advocate strongly for customer needs and influence prioritization decisions at the program level.

• Drive ongoing enhancements to the dedicated support model, offering insights on necessary changes and their rationale.

⛳️ Requirements

• 5-7+ years of experience in Product Support, Technical Support, or Customer Experience.

• 2–4+ years of people management experience is preferred.

• Demonstrated experience managing high-severity escalations and interactions with executive-level customers.

• Strong executive presence, enabling confident leadership during customer conversations.

• Outstanding verbal and written communication skills.

• Working knowledge of enterprise SaaS solutions, with the ability to swiftly comprehend customer environments, business models, and industry contexts (experience in the staffing industry is preferred).

• Proven ability to make quick decisions in high-pressure situations.

• Experience supporting enterprise or strategic customers is highly preferred.

• Bonus Points for:

• - Experience in the staffing industry.

• - Background in the SaaS industry or with cloud-based software solutions.

• - A proven history of managing support teams and enhancing support processes.

• - Interest and/or understanding of AI.

🏝️ Benefits

• Benefits eligibility begins on DAY ONE, including Medical, Dental, Vision, 401(k), 401(k) Match, and more.

• Unlimited Planned Paid Time Off.

• Global Mental Health Support.

• On-Demand Learning & Development.

• Quarterly paid volunteer days.

• Generous Employee Referral Program (eligible before your first day).

• Company-wide mentoring program.