Senior Manager, Product Support

What You’ll Do

• Own Daily Operations: Run the “live” environment, ensuring consistent, calm, and efficient performance—even at peak volume
• Reduce Volume at the Source: Use data to identify root causes and partner cross-functionally to eliminate friction and improve the customer experience
• Lead Escalations: Own critical customer issues end-to-end, driving fast resolution while addressing underlying product or process gaps
• Build QA & Performance Programs: Design and evolve QA frameworks that drive measurable improvements in service delivery
• Drive Coaching Excellence: Establish a high-frequency coaching rhythm that improves FCR, CSAT, and overall team performance
• Improve Customer Retention: Coach teams to deliver high-empathy, high-competence interactions that rebuild customer confidence
• Own WFM Strategy: Lead forecasting, scheduling, and capacity planning to ensure efficient, cost-effective coverage aligned to SLAs
• Lead with Empathy: Build a high-performing, high-retention team culture grounded in accountability, transparency, and support

What You Bring

• Proven Operator: 8+ years in support leadership within SaaS or B2B environments, running metrics-driven operations
• Escalation Leadership: Experience managing high-stakes technical escalations with strong cross-functional communication
• Coaching & QA Expertise: Track record of building performance management and QA programs that drive KPI improvement
• Data-Driven Mindset: Ability to translate