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Job Description
The Manager of Product Support oversees the daily operations of the frontline support team, focusing on performance, coaching, ticket quality, and queue management, while driving modernization efforts through AI-powered solutions and expanded support channels.
Key Responsibilities
- Lead day-to-day operations of the frontline Support organization, including performance management, coaching, and maintaining ticket quality and queue health.
- Modernize support processes through AI-powered deflection and assistance, and expand support channels.
- Ensure the delivery of an enterprise-ready service experience for customers.
Requirements
- Experience leading day-to-day operations for a frontline Support organization, including ownership of performance, coaching, ticket quality, and queue health.
- Ability to modernize support processes through AI-powered deflection and assist, expanded support channels, and delivering an enterprise-ready service experience.
- Proven experience in managing support teams in a remote, global environment, collaborating across multiple time zones.
- Availability to work Monday through Friday within U.S. business hours, with flexibility for cross-regional partnership.
- Willingness to travel occasionally domestically for company events, training, and team working sessions.
Benefits & Perks
Compensation/salary range (not specified in the posting)
Work schedule Monday to Friday within U.S. business hours, with flexibility for cross regional partnership
Remote work environment with remote-first options and schedule flexibility
Travel: Occasional domestic travel for company events, training, and team working sessions
Culture of innovation and collaboration
Drone certification with full support
Paid family leave
Comprehensive healthcare coverage plans
Career growth and development through continuous learning
Flexible paid time off (PTO)
Employee referral bonus
Ready to Apply?
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