Product Support Manager

Job Summary

Leading the product support operations, the full-time Manager of Product Support will oversee daily team activities, manage team capacity, and drive continuous improvement in customer service while working remotely.

Key responsibilities

• Manage and mentor the product support team through hiring, onboarding, and performance management
• Oversee daily operations to ensure service level agreements (SLAs) and high-quality customer service are met
• Collaborate with Product and Engineering teams to report bugs and advocate for customer needs in product development

Required qualifications

• Bachelor's degree in Business, Communications, Technology, or a related field
• 5+ years of experience in product support, customer success, or technical support roles
• 2+ years of direct people management experience
• Ability to work during PST business hours
• Strong understanding of product life cycles and bug tracking processes