Manager, Product Support

Relativity ODA LLC

Illinois

Hybrid

USD 90,000 - 135,000

Full time

5 days ago

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Job summary

Relativity ODA LLC is seeking a Manager, Product Support to lead a technical support team delivering 24x7x365 service across the US and EMEA. You will own hiring, coaching, and performance management, align coverage with DTO and training, and ensure SLA and quality goals are met.

The role requires collaboration with Product and Engineering and involvement in AI strategy adoption. The position is hybrid, aligned to team shifts, with minimal on-call shifts, and a strong emphasis on process

Qualifications

Minimum 3 years of people management experience in technical support.
Experience leading cross-functional teams with Product and Engineering.
Familiarity with SaaS environments and ITIL a plus.
Strong communication and KPI-driven performance focus.

Responsibilities

Oversee daily incident response and ticket handling per policies.
Monitor performance against SLAs and report metrics.
Coordinate with Workforce Management for schedule coverage.
Lead hiring, coaching, and performance reviews.
Collaborate with Product and Engineering to address issues.

Skills

Team Leadership

People Management

Coaching & Development

Customer Support Operations

SaaS

Technical Troubleshooting

Communication

KPI Management

Tools

Salesforce

Jira

Job description

Posting Type

Hybrid

Job Overview

The Manager, Product Support leads a team of technicians (Application Analysts through Lead Application Specialists) within one or more product verticals or a defined shift, and is directly accountable for the day-to-day delivery of technical support across Relativity's 24x7x365 operation. This is a first-line people-management role: you'll own hiring, coaching, performance management, and professional development for your team, while partnering with Support Architects and Senior Managers on technical strategy and escalations.

You should have (or be ready to build) intimate knowledge of Product Support processes and procedures - balancing your team's workload, reassigning tickets and coverage as needed for DTO and training, and ensuring the team consistently meets SLA and quality goals. We're looking for someone who is organized, detail-oriented, and closely aligned to department goals and metrics.

Product Support operates 24x7x365 across the US and EMEA. This role will be aligned to the shift(s) of the team you manage confirmed during the interview process. Minimal on-call shifts are required.

Job Description and Requirements

Team & Operational Leadership

Oversee team response to customer incidents and requests on a daily basis, ensuring tickets are managed and processed in alignment with established policies and procedures.

Monitor and report on support performance, ensuring timely ticket updates and that service level objectives are met.

Proactively monitor staff availability and coordinate with Workforce Management to make dynamic changes to schedules to continuously meet service level objectives, including coverage for early/late shifts and on-call as required.

Manage toward Support KPIs and act as a point of escalation for complex, escalated support issues, offering guidance to both internal teams and customers.

People Management & Development

Manage and develop the support team, coaching team members to expand their technical skill sets and ensure alignment with department goals.

Conduct regular 1:1s, performance coaching conversations, and career-development discussions; own performance reviews and, where needed, performance improvement plans.

Own hiring and onboarding for the team, promoting Relativity's employment brand and building a strong team culture.

AI Strategy & Enablement

Drive adoption of AI tools across the team by setting expectations, coaching on effective usage, and monitoring impact on key metrics (e.g., resolution time, quality); contribute recommendations to the broader team AI strategy based on frontline insights and industry developments.

Apply AI tools to management-specific work such as synthesizing team performance data, drafting reviews and reports, preparing 1:1s, and streamlining planning or communication tasks, modeling effective AI usage for the team.

Cross-Functional Collaboration

Collaborate with cross-functional teams, including Product and Engineering, to address technical issues and improve the product based on customer feedback.

Work closely with Global teams to ensure consistent, high-quality service across regions and shifts.

Provide direction and apply company policies to the team, ensuring adherence to procedures and standards.

Process & Continuous Improvement

Track team progress on daily tasks and projects, ensuring timely completion with attention to quality and customer satisfaction.

Identify patterns with recurring incidents to effectively manage problems and improve service capabilities within the team.

Inform senior leadership of issues regarding personnel, performance, client perception, and project status.

Preferred Qualifications

Experience coaching and mentoring teams, with a focus on developing both technical and product knowledge.

Experience with Relativity and/or the Legal Data Intelligence industry knowledge are a plus but not required.

Experience with ITIL standards and best practices is a plus.

Minimum Qualifications

At least 3 years of experience effectively leading or managing a team or department in a technical support environment.

Experience managing technical support teams and collaborating with Product and Engineering departments to resolve product issues.

Strong technical background, with a solid understanding of SaaS products and technical troubleshooting (deep hands-on Relativity expertise is not required - you'll partner with Support Architects for the most complex technical questions).