Associate Manager, Product Support

Role Overview

• Lead and develop a team of 2-8 Product Support Specialists delivering Tier 1, 2 or 3 support across multiple channels.
• Provide technical and subject matter leadership across the supported product ecosystem.
• Conduct regular 1:1s, set performance goals, deliver coaching, and drive professional development.
• Monitor queue health, SLA performance, quality standards, and workload distribution; adjust resources and step-in directly to meet operational targets.
• Serve as an internal escalation point for complex or high-impact customer issues.
• Partner with Product Management and Engineering as the Voice of the Customer, escalating trends, enhancement requests, and systemic issues.
• Act as liaison between customers and development teams to support requirements gathering, product feedback, and validation efforts.
• Identify and implement process improvements to enhance team efficiency, quality, and customer experience.
• Support recruiting, onboarding, and training of new team members.
• Maintain an active caseload, providing direct Tier 1, 2 or 3 support and ensure timely, high-quality resolutions.
• Lead resolution of complex, cross-functional issues, coordinating with internal stakeholders to drive outcomes.
• Diagnose and troubleshoot technical and workflow-related issues; communicate solutions clearly and provide customer training as needed.
• Research and collaborate with internal teams when solutions are not immediately available.
• Develop trusted customer relationships by understanding operational goals and recommending workflow optimizations and expanded product functionality.
• Serve as a product expert across supported applications and integrations, maintaining up-to-date knowledge of system changes and enhancements.

Requirements

• 3+ years of experience providing customer support of software applications
• Experience as a team lead or senior-level staff
• Demonstrated strong communication and management skills
• Proven successful experience influencing other’s work outcomes with and without direct authority
• Demonstrated strength with analytical thinking, problem-solving, and interpersonal skills

Benefits

• Health coverage
• Paid holidays
• Variable bonus