Senior Product Support Manager

Job Summary

Leading a specialized team of analysts, the full-time Senior Product Support Manager will manage high-impact escalations, drive operational excellence, and collaborate cross-functionally to enhance customer experiences for strategic enterprise accounts.

Key responsibilities

• Take ownership of high-impact escalations, ensuring timely resolution and effective communication with stakeholders
• Maintain operational standards for case progression and backlog hygiene while partnering with Support Operations
• Engage with cross-functional teams to advocate for customer needs and drive improvements in the dedicated support model

Required qualifications

• 5-7+ years of experience in Product Support, Technical Support, or Customer Experience
• 2-4+ years of people management experience preferred
• Proven experience handling high-severity escalations and executive-level customer interactions
• Strong executive presence and ability to lead customer conversations confidently
• Working knowledge of enterprise SaaS solutions and experience supporting enterprise or strategic customers preferred