Manager of Product Support
Job Summary
To oversee a generalist product support team, the full-time Manager of Product Support will manage ticket quality, implement a 24-hour coverage model, and establish quality assurance processes while working remotely.
Key responsibilities:
- Own and monitor team performance metrics, including first response time and SLA adherence
- Develop and implement a 24-hour support coverage model within the first year
- Establish a formal quality assurance process for support tickets and improve escalation quality
Required qualifications:
- 5+ years of experience in customer, product, or technical support
- At least 2+ years of team management experience, preferably in an enterprise SaaS environment
- Experience managing a distributed team across multiple time zones
- Proven ability to create and implement processes where none exist
- Strong analytical skills with fluency in support metrics and data analysis
Complete Job Description
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