Drive improvements that impact customer’s support experience as well as reduces their need open tickets
Identify product changes that reduce the need for customers to contact support
Maintain a backlog of supportability enhancements and feature requests and advocate for inclusion of those backlog items in release plans
Help collect and organize feedback from support tickets, escalations, CSAT/NPS verbatims, and product operational data and logs; contribute to classifying and prioritizing themes
Assist with cross-team prioritization of defects and supportability enhancements; define clear acceptance criteria that include readiness, support KB articles, and customer onboarding of new features
Prepare Support for launches: coordinate early access/betas, readiness reviews, training, macros, and incident response plans for new features
Partner with the Analytics team to create dashboards and insights on incident/break-fix trends, top customer pain themes, time-to-workaround, reopen rates, deflection, and cost-to-serve
Develop insights and executive readouts that connect customer pain to product backlog, quantify ROI of fixes, and track trend movement over time
Drive problems and roadblocks to resolution with minimal assistance; ensure customers and frontline teams are informed throughout
Champion self-service by partnering on search quality, in-product tips, guided flows, and auto-diagnostics to reduce avoidable contacts

7-10+ years of experience in Technical Support, Support Engineering, Customer Success Operations, or Program/Project Management in a SaaS environment
Strong analytical skills; comfort with data and metrics to size problems and measure impact (e.g., SQL/Snowflake, BI tools like Tableau)
Understanding of product lifecycle, release management, feature flagging, and change management
Ability to translate complex technical problems into clear defect reports, reproducible steps, and business impact statements
Excellent written and verbal communication abilities
Demonstrated understanding of Support functions and KPIs (e.g., CSAT, reopen rates, time-to-workaround, deflection, cost-to-serve)
Bachelor’s degree or deep relevant equivalent experience

Amazing working space with a running track on its roof
Flexible time off, 5 weeks of vacation, and 5 annual sick days
4% employer supplemental pension monthly contribution
Private medical care for employee and spouse with Program Health Plus
Life insurance at 2x annual salary
5.000 CZK monthly allowance for meal vouchers, flexipasses and other personal expenses
16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave
Opportunity to be part of company success via the RSU program
Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
Employee referral bonuses to encourage the addition of great new people to the team
Fun company and team outings because we play just as hard as we work

Program Manager, Supportability

Key skills