Product Support Manager

About the Role

We’re looking for a Support Manager who is obsessed with customer experience and enjoys building support operations from the ground up.

You’ll own everything related to customer support—people, processes, metrics, and tools. From handling escalations to building a scalable support organization, you’ll ensure customers get fast, helpful, and human support while helping the company grow sustainably.

This role is ideal for someone who loves leading teams, solving real customer problems, and creating structure in fast‑moving environments.

This is a zero-to-one role where you’ll define and scale the support function, not just operate it.

What You’ll Do

Own Customer Support Operations

• Lead and manage the customer support function end to end
• Ensure timely, high‑quality resolution of customer tickets across chat, email, and other channels
• Take ownership of escalations and critical customer issues
• Maintain SLAs, CSAT, NPS, and support KPIs

Build & Lead the Support Team

• Hire, train, coach, and scale a high‑performing support team
• Create a strong culture of customer empathy, accountability, and ownership
• Conduct regular performance reviews and skill‑building sessions

Improve Processes & Scale

• Design and optimize support workflows, ticketing processes, and escalation paths
• Build repeatable, scalable systems that grow with the company
• Drive automation and self‑service initiatives to reduce ticket volume

Be the Voice of the Customer

• Act as a bridge between customers and Product/Engineering teams
• Share recurring issues, feature requests, and product feedback
• Partner with Product to improve usability and reduce support friction
• Ensure smooth handoff from Implementation to Support and maintain long-term customer satisfaction

Reporting & Insights

• Track and analyze support metrics (CSAT, FCR, MTTR, backlog, etc.)
• Present insights and trends to leadership
• Use data to continuously improve support quality and efficiency

How Success is Measured

• Customer satisfaction (CSAT) and Net Promoter Score (NPS)
• First response time (FRT) and mean time to resolution (MTTR)
• Ticket backlog and resolution efficiency
• Ticket deflection through self-service and automation
• Support cost per customer

What We’re Looking For

• 5–9 years of experience in SaaS customer support, with at least 2+ years in a leadership role
• Hands‑on experience managing support teams in a startup or scale‑up environment
• Strong understanding of SaaS products, troubleshooting workflows, and customer lifecycles
• Experience with support tools like Zendesk, Freshdesk, Intercom, Jira, or similar
• Excellent communication, problem‑solving, and stakeholder management skills
• Comfortable working in ambiguity and moving fast

Nice to Have (Not Mandatory)

• Experience supporting B2B or enterprise SaaS customers
• Exposure to 24x7 or global support models
• Experience working closely with Product and Engineering teams