Manage the product support pipeline, including ticket triage, bug reporting, and escalation in Jira & Fresh Service
Work closely with Product Managers to align on priorities and process improvements
Collaborate with the Service Desk and Product teams on release notes, ensuring awareness of system changes and staying up-to-date of all updates
Create and maintain support documentations (Knowledge Base articles, FAQs, process guidelines)
Ensure SLA / OLA compliance and ticket resolution quality
Maintain stakeholder communication
Contribute to continuous process improvements and reporting on KPIs such as ticket turnaround times and backlog health

2+ years of experience in product operations, IT support, or a similar role
Experience in SaaS, prop-tech, or enterprise software environments is a plus
Proficiency in ticketing and documentation systems (Jira, Fresh Service preferred)
Strong communication and problem-solving skills with a structured, hands-on mindset
Have experience working in a fast-paced, international environment
Have excellent verbal and written communication skills in English
Be available for occasional EU travel when needed (valid passport required)

Product Operations Support Manager

Key skills