Product Support Manager

Workforce Acquisition Manager:
Building thriving teams in tech 🚀

Job Title: Product Support Manager

Location: National Harbor, MD (Hybrid)

Type: Full Time

Compensation: $90,000 to $120,000 Annually + Bonus Opportunities

Please note - applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Are you the kind of leader who’s always one step ahead finding smarter ways to work, inspiring others, and never hesitating to roll up your sleeves? Eager to work at the intersection of business and bleeding‑edge technology?

Join a team that’s all in on bringing next‑generation AI capabilities to the most notable brands and institutions in the world. We are a forward‑thinking company at the forefront of the AI revolution, dedicated to empowering businesses through innovative generative AI solutions.

At Cloudforce, we’re seeking a Product Support Manager to oversee the daily operations of our nebula

ONE AI product support team. Here, you’ll drive process excellence, implement best practices, and be a guiding mentor to junior staff. You’ll also be hands‑on in the action, serving as the primary escalation point for complex issues and jumping in to resolve tickets alongside your team.

• Oversee daily operations of the nebula
  
  ONE product support team, ensuring exceptional customer service to end-users.
• Ensure the support team meets or exceeds internal and external Service Level Agreements (SLAs), such as first response time, resolution time, and customer satisfaction scores.
• Maintain accurate records; analyze support metrics and trends to generate actionable reports and recommendations for improvement of nebula
  
  ONE Service Desk activities.
• Create procedures and policies, including correct categorization/statuses, tagging, and association of development tickets as warranted and then provide accountability to ensure adherence.
• Manage incident response for product outages, deprecations, or major issues, communicating clearly with impacted stakeholders and customers.
• Oversee and direct development of the Service Desk Platform to continually improve customer experience.
• Lead, mentor, and develop support team members through coaching, training, and performance management.
• Support onboarding of new customers by providing guidance and education to ensure successful adoption of nebula
  
  ONE and utilization of the Service Desk Platform.
• Design and implement support processes and best practices to enhance customer satisfaction and operational efficiencyli>
• Collaborate with product teams to provide feedback on product features, usability, and bugs based on customer interactions.
• Act as the primary escalation point for complex or high‑impact product issues, coordinating cross‑functionally with engineering, product management, and customer success.
• Collaborate with other teams to identify and resolve recurring issues and implement solutions to improve nebula
  
  ONE Service Desk processes and procedures.
• Develop and maintain the nebula
  
  ONE knowledge base and documentation, ensuring team members have access to up‑to‑date information.
• Act as a representative of Cloudforce and nebula
  
  ONE by engaging in client‑facing activities, including Quarterly Business Reviews, business development opportunities, demos, and more.
• Stay up to date with the latest technology trends and developments to ensure the nebula
  
  ONE Support Desk provides the best possible experience to end‑users.
• Perform other duties, as assigned.

• Bachelor’s degree in a related field or equivalent practical experience.
• Proven experience managing support teams in a SaaS or enterprise software environment.
• Excellent leadership, communication, and interpersonal skills.
• Analytical mindset with experience in support metrics, reporting, and continuous process improvement.
• Familiarity with support ticketing systems, knowledge base tools, and workflow automation.
• Ability to work collaboratively across technical and non‑technical teams.
• Preferred understanding of nebula
  
  ONE platform features, administration, and troubleshooting.

• Learn and deploy modern technologies.
• Perform as a…