Product Support Manager

Role Overview

• Set up our Support Infrastructure: Design and implement an internal service desk infrastructure, including ticketing workflows, routing logic, and data tracking, to replace ad-hoc communication channels.
• Support Operations & Triage: Handle incoming L1 and L2 support requests from internal teams, performing initial investigation and troubleshooting to resolve issues independently or triage them effectively.
• Operational Excellence: Define and monitor SLAs for internal support, ensuring consistent response times and clear ownership of issues.
• Data-Driven Insights: Build dashboards to provide visibility into ticket volume, issue types, and recurring pain points, sharing practical takeaways with Product and Engineering to inform the roadmap.
• Knowledge Management: Develop and maintain internal playbooks and troubleshooting guides to empower power users within internal teams to resolve common issues independently.
• Cross-Functional Partnership: Act as the primary bridge between our operational teams and product/engineering, fostering a culture where processes are understood, followed, and continuously improved.

Requirements

• Minimum of 5 years of experience in product support, technical support, or support operations, preferably within a fast-scaling SaaS or tech environment.
• Proven track record of building or significantly overhauling support desk infrastructure (ticketing systems, intake workflows, and escalation processes).
• Hands-on experience with modern ticketing platforms (e.g., Jira Helpdesk, Zendesk, Linear, or similar).
• Strong analytical instincts with experience building dashboards and interpreting data to drive product or process improvements.
• Enough technical literacy to confidently troubleshoot, read logs, understand API structures, and perform initial debugging alongside engineering teams.
• Strong communication and stakeholder management skills, with the ability to diplomatically enforce processes across different internal teams.
• Self-directed and comfortable navigating ambiguity. You enjoy building systems where there is currently no playbook.
• A **"product-first" mindset **with an understanding of how to balance user needs with engineering constraints.
• Big plus: Proficiency in German

Benefits

• Empowering workplace: Join a passionate team and an empowering workplace where you are given the ownership, tools, and support to make decisions and take initiative. Together we grow and build innovative solutions.
• Hybrid Setup: Enjoy the flexibility of our hybrid work schedule, with the freedom to work remotely or from our office in Zurich. On Thursdays, our team day, we meet together in our Zurich office.
• Home Office Stipend: To enable our hybrid setup, we allocate a one-off CHF 200.
• home office budget to help you set up your dream workspace in the comfort of your own home.
• Internet Allowance: We give you a monthly internet allowance to help cover your internet costs at home and enable you to work seamlessly from your home office.
• Flexible Working Time: You can distribute your working hours the way you want to.
• Learning Budget: We support you in improving your skills, acquiring new knowledge and advancing your career. We also allocate a CHF 1'500.
• budget annually
• Well-being: Work-life balance is important to us and we foster a supportive work environment. We support you with mental health sessions and offer discounts to keep you happy & healthy.
• Team Events: Every month we gather for fun and engaging events where we can connect and bond with our colleagues and our teams.
• Team Retreats: Twice a year we travel somewhere nice to bond with our colleagues.
• Travel & Commute: We will cover your SBB half fare card, so we can spend some time together in the office.
• Paid Vacation: You get 5 weeks (25 days) of paid vacation every year and 2 additional days of paid vacation to compensate for canton-related holidays, religious holidays, birthdays, etc. The total amount of paid vacation days per year is 27 days.
• Wellness Budget: Health & well-being looks different for everyone. You can optimize your wellness budget to best fit your needs.
• Parental & Adoptive Leave: We offer additional time off to support employees who are balancing family and work time in the most crucial stages of family life.
• Digital Nomad: For every 3 years of employment, you can work for an extended period of time from anywhere in the world (location subject to review).