Product Support Manager

Job Summary

A company is looking for a Manager, Product Support for the Swing Shift.

Key Responsibilities:

• Oversee team response to customer incidents and requests, ensuring alignment with policies and procedures
• Monitor support performance and ensure service level objectives are met
• Collaborate with cross-functional teams to address technical issues and improve products based on customer feedback

Required Qualifications:

• At least three years of experience leading or managing a team in a technical support environment
• Experience managing technical support teams and collaborating with Product and Engineering departments
• Strong technical background with a deep understanding of SaaS products and troubleshooting
• Experience working with support tools and managing ticket queues in a high-volume environment
• Client-focused with the ability to understand and meet customer expectations