Technical Product Support Manager, SaaS Operations

Team Leadership & Development:

• Lead, mentor, and develop a high-performing technical support team, setting clear objectives and fostering a culture of collaboration, accountability, and continuous improvement.
• Oversee day-to-day support operations, managing workload distribution, escalation paths, and adherence to established KPIs and SLAs.
• Establish team goals, processes, and objectives that align with the company's growth and customer satisfaction targets.
• Implement methods to collect and objectively measure customer satisfaction and experience ratings.
• Conduct regular performance evaluations, provide actionable feedback, and create professional growth plans for your team.
• Frequently engage in ad hoc project work for customers or other internal departments.
• Provide a repeatable, rigorous, and relentless investigative approach to solving customer issues and troubleshooting application/integration behavior. Develop this into a model and ensure all support team members execute it consistently.
• Demonstrate individual ability to adapt to fluctuations, variability, and surges in workload—actively managing, balancing, and mentoring the support team to be resilient and work sustainably.

Technical Excellence & Escalation Management:

• Act as the primary escalation point for complex technical issues, providing expert-level troubleshooting, root-cause analysis, and hands-on resolution.
• Foster a culture where the support team proactively identifies, addresses, and contributes solutions, including direct collaboration on software fixes via pull requests when appropriate.
• Maintain a deep understanding of our SaaS platform, integrations, and customer-specific implementations to ensure rapid and effective problem resolution.
• Develop a competent hybrid support team comprising support consultants, agents, and support engineers located across the US and Europe.
  
  

Operational Strategy & Process Optimization:

• Design and implement robust support processes to reduce response and resolution times, improve efficiency, and enhance customer satisfaction.
• Collaborate cross-functionally with product management, engineering, services, and customer success teams to influence product improvements based on customer feedback and support trends.
• Create and maintain comprehensive internal and external knowledge bases, documentation, runbooks, and SOPs.
• Contribute to our brand, values, culture, and progress, ensuring that the support team and our services provide differentiating advantages in a competitive marketplace.
  
  

Customer Advocacy & Engagement:

• Deliver exceptional customer experiences through personalized, empathetic, and proactive support interactions.
• Serve as a vocal advocate for customer needs, ensuring their feedback drives product enhancements and internal process improvements.
• Communicate transparently and effectively with customers regarding product updates, known issues, and solutions.
• Proactively identify customer risks and collaborate internally to drive retention, adoption, and satisfaction.
  
  

Metrics-Driven Approach:

• Utilize tools like Jira Service Management and Confluence to effectively track, manage, and report on support performance metrics (e.g., response time, resolution rate, CSAT, escalation frequency).
• Leverage support data analytics to identify recurring issues, proactively suggesting strategic improvements to product and customer success teams.