Manager, Product Support

Jobtailor; Deutschland; Remote; EUR 78.000 - 129.000; Vollzeit

Zusammenfassung

Jobtailor seeks a hands-on manager to oversee the generalist product support team across time zones. You will own response times, escalation paths, and QA processes while coaching staff and shaping staffing plans for a 24/7 coverage model.

The role requires leadership in an expanding SaaS environment, strong communication, and a bias toward action. You will collaborate with Engineering, Product, and Design to align roadmap priorities.

Qualifikationen

• 5+ years in customer, product or technical support.
• At least 2+ years leading a team, ideally within an enterprise SaaS company.
• Experience carrying a support queue and coaching others through it.
• Experience managing a distributed team across time zones.
• Experience designing or running a shift model.
• Ability to build processes such as QA rubrics, escalation runbooks, and onboarding paths.
• Fluency in support metrics including first response time, time to close, backlog, CSAT, and SLA adherence.

Aufgaben

• Oversee the generalist product support team and report to the Head of Support.
• Own first response time, median time to close, volume, and SLA adherence.
• Coach team members based on daily performance and queue data.
• Build a 24-hour weekday coverage model within the first twelve months.
• Own shift design, staffing math, and regional hiring plans.
• Establish a formal quality assurance process for support tickets.
• Review ticket handling, documentation quality, and internal notes.
• Improve escalation paths into product verticals and support engineering.
• Create runbooks and escalation gates to protect senior and engineering capacity.
• Own follow-the-sun handoffs for open tickets.
• Lead hiring, onboarding, career development, and day-to-day development for generalist support specialists.
• Partner with recruiting to hire specialists in London, Seoul, and the US.
• Bring customer support patterns into Engineering, Product, and Design roadmap discussions.
• Work tickets and take escalations as needed in this hands-on manager role.

Kenntnisse

Customer support management

Team leadership

Process design

Support metrics fluency

SaaS experience

Tools

Intercom

Shortcut

Jira

Metabase

Jobbeschreibung

• Oversee the generalist product support team and report to the Head of Support
• Own first response time, median time to close, volume, and SLA adherence
• Coach team members based on daily performance and queue data
• Build a 24-hour weekday coverage model within the first twelve months
• Own shift design, staffing math, and regional hiring plans
• Establish a formal quality assurance process for support tickets
• Review ticket handling, documentation quality, and internal notes
• Improve escalation paths into product verticals and support engineering
• Create runbooks and escalation gates to protect senior and engineering capacity
• Own follow-the-sun handoffs for open tickets
• Lead hiring, onboarding, career development, and day-to-day development for generalist support specialists
• Partner with recruiting to hire specialists in London, Seoul, and the US
• Bring customer support patterns into Engineering, Product, and Design roadmap discussions
• Work tickets and take escalations as needed in this hands-on manager role

Requirements

• 5+ years in customer, product or technical support
• At least 2+ years managing a team, ideally within an enterprise SaaS company
• Experience carrying a support queue and coaching others through it
• Experience managing a distributed team across time zones
• Experience designing or running a shift model
• Ability to build processes such as QA rubrics, escalation runbooks, and onboarding paths
• Fluency in support metrics including first response time, time to close, backlog, CSAT, and SLA adherence
• Hands-on experience in a high-growth startup
• Strong communication and problem-solving skills
• Experience assisting and advising customers through complex issues
• Team-player and mission-first mindset
• Bias toward action and ability to own projects end-to-end with minimal direction
• Nice to have: experience supporting audit, accounting, or professional services firms
• Nice to have: familiarity with Intercom, Shortcut or Jira, and Metabase
• Nice to have: experience hiring in the UK or APAC
• Nice to have: experience deploying AI-assisted triage in a support queue
• Must be comfortable working 10-7pm Eastern Time

Core Competencies

Demonstrates expertise in managing customer support teams, with a focus on process improvement, quality assurance, and performance metrics. Proven ability to lead hiring, onboarding, and career development while ensuring effective communication and problem-solving across distributed teams.

Highest-signal resume keywords

• Customer Support Management
• Team Leadership
• Process Design
• Support Metrics Fluency
• SaaS Experience

Hard Skills

• Quality Assurance Processes
• Escalation Runbooks
• Onboarding Paths
• Support Queue Management
• Shift Model Design
• Performance Coaching
• Customer Issue Resolution
• Data Analysis

Soft Skills

• Strong Communication
• Problem-Solving
• Team Player
• Bias Toward Action

Industry Keywords

• Enterprise SaaS
• High-Growth Startup
• Customer Satisfaction (CSAT)
• Service Level Agreement (SLA)
• Audit Support
• Professional Services

Tools & Technologies

• Intercom
• Shortcut
• Jira
• Metabase