Manager of Product Support

Employer Industry: Robotics and AI Solutions

• Salary up to $130,000
• Opportunity for career advancement and growth within the organization
• Work remotely with a flexible schedule
• Comprehensive healthcare coverage and paid family leave
• Culture of innovation and collaboration with a focus on continuous learning
• Employee referral bonus program

• Lead, coach, and develop a high-performing global support team, setting clear goals and delivering actionable feedback
• Manage daily operations including workforce management, queue health, and frontline escalations
• Enhance ticket quality and customer experience through a consistent QA program and knowledge-sharing initiatives
• Oversee the expansion and maintenance of internal and external documentation, empowering self-service
• Analyze support metrics and build automated dashboards for capacity forecasting and KPI management

• 2+ years of people management experience in B2B SaaS Support, with a strong track record in performance management
• 5+ years of overall experience in technical/product support or adjacent customer-facing roles
• Proven ability to lead diverse teams and foster engagement through mentorship and transparent performance practices
• Strong cross-functional leadership skills with Product, Engineering, and Go-to-Market teams
• Excellent written and verbal communication and de-escalation skills

• Experience working with modern, AI-driven support tools
• Strong data analysis and reporting skills using tools like Zendesk, Looker, Tableau, and Big Query
• Demonstrated ability to lead through change and manage frontline operations effectively

#Robotics #AI #Customer Support #Remote Work #Career Growth

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