Product Support Manager: Lead 24/7 SaaS Team

Relativity ODA LLC; Illinois; Híbrido; USD 90.000 - 135.000; Tempo integral

Resumo da vaga

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

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Team Leadership

People Management

Coaching & Development

Customer Support Operations

SaaS

Technical Troubleshooting

Communication

KPI Management

Ferramentas

Salesforce

Jira

Descrição da vaga

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