Senior Manager - Product Support

Senior Manager – Product Support

10+ years of leadership experience in customer support or contact center operations, ideally within SaaS or B2B environments
A proven track record of building and coaching high-performing, remote-first teams
Deep knowledge of contact center operations—think FCR, CSAT, AHT, occupancy, and all the acronyms in between
Experience building and running structured QA, coaching, and performance management programs at scale
Strong command of support platforms like Zendesk, Salesforce, or similar, and a data-driven approach to decision-making
Clear, confident communication—especially when it comes to guiding teams through change, complexity, or ambiguity

Lead and coach a remote team of frontline support professionals and team leads, building a culture of ownership, impact, and customer-first thinking
Develop structured coaching programs and performance models that raise the bar for service quality, CSAT, and overall team effectiveness
Drive operational excellence by implementing scalable, data-informed processes that optimize response times, resolution speed, and service-level targets
Champion workforce optimization by balancing real-time support coverage with longer-term planning across multiple shifts and geographies
Level up our quality assurance and performance routines, bringing clarity and consistency to huddles, 1:1s, and team check-ins
Use KPIs to lead, not lag—establishing a culture where data informs decisions and wins are measured in both customer satisfaction and team growth
Own escalations end-to-end, collaborating with Product, Engineering, and Operations to solve complex customer challenges and share feedback that drives product evolution

Experience managing 24/7 support operations across time zones
Familiarity with AI-driven support tooling or self-service automation strategies
A background in scaling support teams through rapid growth or startup-to-scale-up transitions