New

Manager, Product Support

Relativity
United States, Washington, Seattle
Feb 21, 2025
Posting Type Hybrid, Remote Job Overview As a Product Support Manager, you will be responsible for providing Technical, Policy, and Procedure guidance to your teams. The Support Manager should have intimate knowledge of all Product Support processes and procedures. You will be tasked with building out a new support vertical for a new product, including developing strategies, managing team operations, and collaborating with other departments. The Support Manager will monitor team ticket queues, ensuring timely assignment and resolution, balancing workloads, and managing staffing adjustments due to PTO and training. The Support Manager should be organized, detail-oriented, and focused on meeting department goals and metrics. You will also inform your Manager of personnel, performance, client perception, and project status issues and work closely with Global teams to ensure consistent, high-quality service. The Support Manager is responsible for the professional development of their reports. Job Description and Requirements Role Responsibilities: Develop and implement a comprehensive support strategy for the new SaaS product, including team structure, workflows, and key performance metrics. Oversee team response to customer incidents and requests on a daily basis, ensuring tickets are managed and processed in alignment with established policies and procedures. Create and maintain knowledge base content to support customer self-service and empower the support team. Monitor and report on support performance, ensuring timely updates to tickets and that service level objectives are met. Collaborate with cross-functional teams, including Product and Engineering, to address technical issues and improve the product based on customer feedback. Proactively monitor staff phone availability and adjust schedules dynamically to ensure service levels are met. Manage and develop the support team, coaching team members to expand their technical skill sets and ensure alignment with department goals. Provide direction and apply company policies to broader team(s) or sub-department, ensuring adherence to procedures and standards. Track team progress on daily tasks and projects, ensuring timely completion with attention to quality and customer satisfaction. Act as a primary point of contact for complex, escalated support issues, offering guidance and resolution to both internal teams and customers. Preferred Qualifications: Experience building and scaling support teams within a SaaS or technology-driven environment, including defining workflows and performance metrics. Experience managing technical support teams and collaborating with Product and Engineering departments to resolve product issues. Strong technical background, with a deep understanding of SaaS products and technical troubleshooting. Experience working with support tools (e.g., Salesforce, Jira) and managing ticket queues in a high-volume environment. Experience in coaching and mentoring teams, with a focus on developing both technical and product knowledge. Client-focused with the ability to understand and meet customer expectations. * Excellent communication skills, both written and verbal. Experience with ITIL standards and best practices is a plus. Minimum Qualifications: * At least three years of experience leading or managing a team or department in a technical support environment. Relativity is committed to competitive, fair, and equitable compensation practices. This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives. The expected salary range for this role is between following values: $93,000 and $140,000 The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.