Product Support Manager — Lead, Optimize AI-Driven SaaS Support

OpenKrill; United States; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Equity opportunity

Growth and recognition

AI tools training

Job summary

Inspiren is seeking a Manager, Product Support to lead a team of Product Support Specialists, coaching, setting priorities, and ensuring fast, thoughtful client help. You’ll work hands-on with a hardware-software product, shaping how the team operates and contributing to AI-enabled support strategies, reporting to the VP, Product Support.

You’ll guide triage, escalation, and hardware-related support, while driving process improvements and leveraging AI dashboards to accelerate investigations and

Qualifications

• 6+ years in technical or product support, including 2+ years leading or managing people.
• Hands‑on experience with Salesforce Service Cloud or a similar ticketing system.
• Strong spoken and written English, and comfort on the phone with non‑technical clients.
• Comfortable with ambiguity and passion for process improvement and customer satisfaction.

Responsibilities

• Lead, coach, and mentor Product Support Specialists with daily guidance and regular feedback.
• Own the queue in Salesforce Service Cloud: triage, prioritize, and resolve client requests, bug reports, and implementations.
• Keep SOPs and support documentation current, and use AI tools to speed investigations and improve processes.

Skills

Team Leadership

Coaching

Customer support

Process improvement

English communication

Tools

Salesforce Service Cloud

Job description

Inspiren is seeking a Manager, Product Support to lead a team of Product Support Specialists, coaching, setting priorities, and ensuring fast, thoughtful client help. You’ll work hands-on with a hardware-software product, shaping how the team operates and contributing to AI-enabled support strategies, reporting to the VP, Product Support.

You’ll guide triage, escalation, and hardware-related support, while driving process improvements and leveraging AI dashboards to accelerate investigations and