Product Support Manager

Job Summary

Leading a remote, full-time team, the Product Support Manager will oversee the Product Support team, establish performance standards, and optimize support processes while collaborating with cross-functional teams to address product issues and enhance partner satisfaction.

Key responsibilities

• Manage the Product Support team, setting expectations, performance goals, and monitoring key support metrics
• Oversee the identification, documentation, and communication of product bugs, coordinating with relevant teams for resolution
• Own the escalation process for major product incidents, ensuring timely and accurate communication to internal and partner-facing teams

Required qualifications

• Bachelor's degree or equivalent practical experience
• 5+ years of experience in a customer or technical support environment, preferably in ed-tech or SaaS
• 2+ years of experience managing a support or customer-facing team
• Proficiency in optimizing ticketing platforms like Zendesk
• Experience collaborating with Product, Engineering, and Customer Success teams