Product Support Manager

About the role

You will lead a dedicated team of support specialists who engage with a diverse customer base, from innovative enterprises to agile startups and SMBs. Your leadership will ensure customers maximize product value while receiving exceptional support and driving continuous improvement.

Key responsibilities

• Hire, onboard and mentor the product support team, focusing on career growth, talent acquisition, and workforce capacity management.
• Ensure the team meets monthly support targets, holding them accountable to metrics such as first‑contact resolution and CSAT scores of 90% or higher.
• Own and optimize human support processes, including queue segmentation and prioritization to streamline issue resolution.
• Analyze customer feedback, identify trends, and provide actionable insights to engineering and product teams.
• Collaborate with product and engineering to align support initiatives with product updates and lead the response to escalations and high‑priority incidents.

Required profile

• Proven leader with experience managing teams in fast‑paced, early‑stage environments and driving performance.
• Technical background enabling you to understand and solve product‑related issues, including writing code when needed.
• Deeply customer‑focused with a track record of delivering exceptional service and understanding client needs.
• Excellent communicator who can articulate ideas, product benefits, and feedback both internally and external.

Required skills

• Experience with support operations tools such as Intercom, Linear, and Rootly.
• Data analysis and reporting proficiency (SQL, Python, R).