Manager, Product Support

📋 Description

• Own the team's numbers. Hold the standard on first response time, median time to close, volume, and
• Build the 24-hour coverage model. Take us from a 12-hour weekday window to 24-hour weekday coverage
• Stand up quality assurance from scratch. We do not have a formal QA process for support tickets
• Raise the quality of escalations. Define and enforce the paths from generalist support into the
• Own the follow-the-sun handoff. As specialists ramp off shift, open tickets need to move to someone
• Coach and grow the team. Own hiring, onboarding, and day to day development for the generalist

🎯 Requirements

• 5+ years in customer, product or technical support
• At least 2+ years managing a team, ideally within an enterprise SaaS company
• Managed a distributed team across time zones
• Ability to build a process where none exists
• Fluent in data: first response time, time to close, backlog, CSAT, SLA adherence
• Hands-on experience in a high-growth startup

🎁 Benefits

• Remote-first company
• Equity offered
• Base salary $100K – $130K
• Working with top investors and leading CPA firms
• Inclusive and supportive team culture