Product Support Manager

• Lead, coach, and mentor Product Support Specialists with daily guidance and regular feedback
• Track individual and team performance metrics and turn them into coaching
• Build and manage schedules for coverage across time zones
• Run regular QA reviews and drive quality improvements
• Own the queue in Salesforce Service Cloud: triage, prioritize, and resolve client requests, bug reports, and implementation support
• Handle inbound and outbound client calls
• Serve as the escalation point for complex or high-priority issues
• Oversee hardware support from troubleshooting devices through ordering replacements, scheduling and guiding third-party installers, validating installs, and closing tickets
• Spot trends and raise them with Customer Success, Product, and leadership
• Keep SOPs and support documentation current
• Fix processes that are not working
• Use AI tools and dashboards to speed up investigations
• Help shape AI-powered support
• Report to the VP, Product Support

• 6+ years in technical or product support, ideally B2B SaaS or a startup
• 2+ years leading or managing people
• Proven coaching and mentoring skills
• Hands-on experience with Salesforce Service Cloud or a similar ticketing system
• Strong spoken and written English
• Comfort on the phone with non-technical clients
• Comfortable with ambiguity
• Passion for process improvement and customer satisfaction
• Hardware or device support experience is a plus
• Experience building with AI tools is a plus

• Variable compensation where applicable
• Equity
• Semiannual reviews recognizing contributions and supporting continued development
• Access to leading AI tools
• Company-wide AI training
• For U.S.-based employees: comprehensive medical, dental, and vision coverage
• For U.S.-based employees: mental-health resources and employee-assistance programs
• For U.S.-based employees: 401(k) retirement plan
• For U.S.-based employees: HSA and FSA options
• For U.S.-based employees: company-paid life and disability insurance
• For U.S.-based employees: flexible PTO
• For U.S.-based employees: five paid sick days annually
• For U.S.-based employees: company-observed holidays
• For U.S.-based employees: company-wide recharge periods
• For U.S.-based employees: up to 12 weeks of paid parental leave
• For U.S.-based employees: additional leave for birthing parents
• For U.S.-based employees: fertility and family-building benefits
• For U.S.-based employees: paid caregiver and bereavement leave
• Hybrid and remote arrangements based on role and location
• Home-office, internet, or phone reimbursement where applicable