Product Support Manager - Remote

Overview

The Product Support Manager will be responsible for leading our production support team, ensuring timely resolution of issues, and driving continuous improvement in our support processes.

In Short

• Lead the production support team and ensure timely issue resolution.
• Manage and mentor team members to deliver excellent support.
• Develop and optimize support quality assurance processes.
• Coordinate communication during high-impact incidents.
• Analyze data and trends to communicate findings effectively.
• Drive continuous improvement initiatives for support processes.
• Build and maintain domain knowledge for the team.
• Collaborate with engineering, product, and other teams.
• 5+ years of experience in production or frontline support roles.
• Experience with Atlassian products and CRM systems.

Requirements

• 5+ years of experience in production or frontline support roles.
• Experience with Atlassian products (Jira, Confluence, etc.).
• Working knowledge of databases and data querying.
• Familiarity with Agile methodology.
• Exceptional verbal and written communication skills.
• Highly organized with strong work ethic.
• Proven ability to work successfully with limited supervision.
• Demonstrated skill in prioritizing tasks for various stakeholders.
• Experience with CRM systems (FreshDesk, Monday.com, Salesforce, etc.).
• Experience leading and developing teams.
• Strong problem-solving skills and attention to detail.

Benefits

• Equal opportunity employer.
• Consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.
• Salary based on experience and skill set.
• Initial offers typically made within a range appropriate to experience and qualifications.