Product Support Manager, AI & 24x7 Operations

Relativity; Chicago (IL); Ibrido; USD 132.000 - 198.000; Tempo pieno

Descrizione del lavoro

Relativity is hiring a Manager, Product Support to lead a 24x7x365 technical support team across product verticals. You will own hiring, coaching, and performance development while partnering with Support Architects and Senior Managers on technical strategy and escalations.

The role emphasizes process optimization, AI-enabled enablement, and cross-functional collaboration with Product and Engineering. Flexible, hybrid shifts are available, with limited on-call requirements.

Competenze

• At least 3 years leading or managing a technical support team.
• Experience with SaaS products and technical troubleshooting.
• Familiarity with ITIL standards is a plus.

Mansioni

• Oversee daily team responses to incidents and requests, aligned with policies.
• Monitor and report on support performance and SLAs.
• Coordinate with Workforce Management for shift coverage and on-call readiness.
• Lead hiring, onboarding, and performance reviews for the team.

Conoscenze

Team leadership

People management

Coaching & development

Customer support operations

SaaS

Technical troubleshooting

Salesforce

Jira

Communication

Process improvement

KPI management

Strumenti

Salesforce

Jira

Descrizione del lavoro

Relativity is hiring a Manager, Product Support to lead a 24x7x365 technical support team across product verticals. You will own hiring, coaching, and performance development while partnering with Support Architects and Senior Managers on technical strategy and escalations.

The role emphasizes process optimization, AI-enabled enablement, and cross-functional collaboration with Product and Engineering. Flexible, hybrid shifts are available, with limited on-call requirements.