Manager, Customer Product Support

We’re looking for a grounded leader to help us move from our current state to a more mature, structured, and strategic support organization, leading a regional team of Individual Contributors and Leads. Our immediate goal is to add experienced leadership to the region to ensure every team member receives fair and equitable guidance, coaching, and support.

Requirements

• 8+ years in customer-facing support, success, or services roles, with 4+ years in direct people leadership within the SaaS space.
• Demonstrated ability to manage and motivate high-performing teams while handling high-visibility, sensitive escalations.
• Experience scaling customer support teams through cultural and operational changes, pivoting from reactive support to a strategic, value-add approach.
• Strong, measurable track record of delivering against KPIs and implementing process improvements that ensure operational consistency.
• Highly effective communicator and compelling storyteller, proficient at building trusting relationships and translating feedback into actionable strategy.
• Proven ability to thrive in ambiguity and fast-paced environments with a strong bias for action.
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.

Benefits

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences