Manager, Product Support
About the Company
The organization is seeking a Manager, Product Support to lead its generalist product support team and report directly to the Head of Support. This is a working manager role focused on coaching, establishing quality assurance processes, managing escalations, and implementing a follow-the-sun handoff model. Over the next twelve months, this leader will scale the support model from a 12-hour weekday window to 24-hour weekday coverage across international time zones.This is a full-time, remote position based in the United States. Working hours for this role are 10:00 AM to 7:00 PM Eastern Time.
About the Role
The organization is seeking a Manager, Product Support to lead its generalist product support team and report directly to the Head of Support. This is a working manager role focused on coaching, establishing quality assurance processes, managing escalations, and implementing a follow-the-sun handoff model. Over the next twelve months, this leader will scale the support model from a 12-hour weekday window to 24-hour weekday coverage across international time zones.This is a full-time, remote position based in the United States. Working hours for this role are 10:00 AM to 7:00 PM Eastern Time.
Responsibilities
Manage day-to-day team performance metrics, including first response time, median time to close, ticket volume, and SLA adherence, providing direct coaching to address performance blockers. Build and implement a 24-hour weekday coverage model within twelve months, overseeing shift design, staffing calculations, and regional hiring plans in partnership with the Head of Support. Establish and execute a formal ticket quality assurance process from scratch, reviewing ticket handling, documentation, and internal notes to guide coaching and operational workflows. Define and enforce escalation pathways from generalist support into product verticals and support engineering, ensuring escalations are complete, scoped, and reproducible with clear runbooks and escalation gates. Develop and manage an end-to-end follow-the-sun handoff system to transition open tickets across active shifts and time zones seamlessly. Manage hiring, onboarding, and ongoing career development for generalist support team members, creating clear progression paths toward senior levels, product verticals, or support engineering. Partner with recruiting to hire and onboard team members across the United States, London, and Seoul, driving rapid productivity in a distributed environment. Advocate for customer needs within the broader Engineering, Product, and Design teams by highlighting recurring queue patterns to inform product roadmaps. Maintain hands-on engagement by answering support tickets and handling escalations when required by queue volume. Qualifications 5+ years of experience in customer, product, or technical support. Proven experience managing a distributed team across time zones, including designing or running shift models and handling coverage transitions. Demonstrated track record of building operational processes from scratch, such as QA rubrics, escalation runbooks, and onboarding frameworks. Fluency in support analytics and metrics, including first response time, time to close, backlog volume, CSAT, and SLA adherence, with the ability to interpret trends and implement action plans. Hands-on experience working in a high-growth startup environment. Strong communication and problem-solving skills, with a focus on guiding customers through complex issues. Demonstrated ability to operate with a collaborative, team-first approach. Strong bias toward action, with experience owning projects end-to-end with minimal supervision. Availability and willingness to work regular hours of 10:00 AM to 7:00 PM Eastern Time. Required Skills Experience in customer, product, or technical support. Experience managing a distributed team across time zones. Experience building operational processes from scratch. Fluency in support analytics and metrics. Hands-on experience working in a high-growth startup environment. Strong communication and problem-solving skills. Ability to operate with a collaborative, team-first approach. Strong bias toward action and end-to-end project ownership. Availability and willingness to work regular hours of 10:00 AM to 7:00 PM Eastern Time. Preferred Skills Experience supporting audit, accounting, or professional services organizations. Hands-on familiarity with Intercom, Shortcut or Jira, and Metabase. Experience recruiting and hiring talent in the United Kingdom or the APAC region. Experience deploying AI-assisted triage tools within a customer support queue. Pay range and compensation package This is a full-time, remote position based in the United States. Working hours for this role are 10:00 AM to 7:00 PM Eastern Time. Equal Opportunity Statement The organization is committed to providing equal employment opportunities and to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to any protected characteristic.