Manager, Product Support

📋 Description

• Lead and mentor the product support team including hiring and coaching.
• Oversee daily operations: scheduling and capacity to meet SLAs.
• Develop and maintain SOPs and knowledge base docs to streamline workflows.
• Define and track KPIs to analyze trends and drive improvements.
• Serve as primary escalation point for complex issues; ensure timely resolution.
• Collaborate with Product and Engineering to report bugs and influence roadmap.

🎯 Requirements

• Bachelor's degree in Business, Communications, Technology, or related field.
• 5+ years in product support, customer success, or technical support.
• 2+ years of direct people management experience.
• Ability to work during PST business hours.
• Strong understanding of product life cycles, bug tracking, and release processes.
• Strong verbal and written communication; ability to handle challenging customer interactions.

🎁 Benefits

• Flex PTO (3-5 weeks/year) + 11 paid holidays.
• Generous parental leave.
• Comprehensive medical, dental, vision, life, and AD&D; premiums paid.
• Spring Health: 100% employer-paid mental health; 5 therapy & 5 coaching sessions per year.
• Home office stipend: internet, coworking, initial setup.
• 401K option; EAP and HealthJoy support.