Product Support Manager

📋 Description

• Lead and develop the Product Support team.
• Own end-to-end support for brand partners.
• Build processes and a living knowledge base for Tier 1/2.
• Define escalation matrices with clear handoff rules.
• Set SLA tiers and QA processes for resolution quality.
• Improve brand experience through CSAT and NPS ownership.

🎯 Requirements

• 5+ years in technical support or CS engineering; 2+ years in people management.
• Built/rebuilt support processes: runbooks, escalations, QA, SLAs.
• Comfort with AI tools to improve processes and ticket resolution.
• Strong SaaS platform know-how; triage issues without coding.
• Familiar with Postman and basic SQL; experience with ticketing systems.
• Experience supporting ecommerce or logistics software; Shopify familiarity.

🎁 Benefits

• Flexible Remote Workplace
• Flexible PTO
• 401K
• Medical/Dental/Vision plan options
• Equity/Share Options
• Learning Fund