Product Support Manager

Flowable; Kraków; On-site; PLN 90,000 - 120,000; Full time

Job summary

Flowable is seeking an experienced Product Support Manager to join its dynamic team in Kraków. You will lead global support teams and optimize service processes, playing a key role in ensuring customer success with a renowned low-code platform. This is a fantastic opportunity to make an impact in a fast-paced environment while collaborating with innovative teams.

Benefits

Flexible working hours

Team events (lunch & learns, hackathons)

Career growth and development opportunities

Qualifications

• Proven experience managing technical support teams (min. 2 years).
• Strong understanding of support processes and tools.
• Experience with BPM/workflow platforms like Flowable is a plus.

Responsibilities

• Lead and optimize product support processes and teams.
• Define and track support KPIs for service quality.
• Collaborate with cross-functional teams for issue resolution.

Skills

Leadership

Communication

Analytical skills

Tools

Zendesk

Salesforce

PagerDuty

Job description

Social network you want to login/join with:

Flowable is a leading provider of open-source Intelligent Business Automation that combines the power of Process, Case and Decision management into an enterprise-ready unified platform.

Effortless integration, fast-time-to-market, and unmatched flexibility, make Flowable the top choice for companies worldwide to drive operational excellence and lead transformation.

We are growing, and we’re looking for an experienced Product Support Manager to join our dynamic team. You'll play a key role in ensuring our customers succeed by providing expert support and guidance on how to best leverage Flowable to solve complex workflow and automation challenges. This is a great opportunity to work with a powerful low-code platform and make a real impact on the customer experience.

What you’ll be doing:

Act as the team lead for the global support organization, overseeing daily operations, planning shift schedules including weekend coverage, and ensuring consistent team availability to meet 24/7 support demands.

Lead and manage the global Level 1 and Level 2 support teams, ensuring high performance, accountability, and professional development.

Own and optimize the end-to-end product support process, including incident management, escalation procedures, and resolution workflows.

Define, track, and report on key support KPIs and SLAs to ensure service quality, efficiency, and customer satisfaction.

Administer and evolve support tools and platforms to streamline operations and enhance team productivity.

Collaborate cross-functionally with Product, Engineering, and Customer Success teams to ensure timely resolution of issues and feedback loops into product development.

Drive continuous improvement initiatives to enhance support quality, reduce response times, and improve customer experience. Leverage AI.

Ensure compliance with internal standards and external regulations related to support operations.

What you bring:

Proven experience in managing technical support teams (min. 2 years), ideally in a SaaS or enterprise software company.

Strong understanding of support processes, tools (e.g., ticketing systems, knowledge bases), and metrics.

Experience with enterprise support tools like Zendesk, PagerDuty, Salesforce.

Experience working with or supporting BPM/workflow platforms like Flowable is a strong plus.

Excellent leadership, communication, and organizational skills.

Analytical mindset with a focus on data-driven decision-making.

Ability to thrive in a fast-paced, dynamic environment.

What you can expect:

Strategic collaboration on a globally recognized open-source platform:work for the product company, with the most innovative BPM where you can have an influence on its evolution!

Impact:make a difference by driving forward the digitalization of our renowned clients

Company culture:Direct communication, high quality focus and the freedom to give impetus as well as cool team events (lunch & learns, hackathons, team building etc.).

Our company benefits & culture: Enjoy flexible working hours. Work in a company with flat hierarchies and the possibility to take responsibility.

Career growth:Flowable is a young company where you will be given the room to develop yourself and learn new things intensively while the company grows.