Manager of Product & Customer Support

About Osano:

Osano is an innovative B-Corporation built around a simple belief: privacy is a fundamental right. Since day one, we’ve been focused on giving modern enterprises the ability to innovate quickly, stay competitive, and earn customer trust by respecting data privacy and complying with consent guidelines. Our products help organizations operate confidently in a rapidly evolving regulatory and technological landscape.

 

About the Role:

We’re looking for a Manager of Product & Customer Support to lead and scale our support function as we grow.

This role is both strategic and hands-on—you’ll act as a player-coach, leading a small but high-impact team, managing the support system, and directly engaging in tickets, escalations, and technical troubleshooting.

You’ll be responsible for building the systems, processes, and tooling that allow Support to scale efficiently—without simply adding headcount—while ensuring a high-quality customer experience.

This position is ideal for someone who thrives in fast-paced SaaS environments, enjoys solving complex technical problems, and is energized by building structure where it doesn’t yet exist.

 

Responsibilities:

Support Operations & Scaling

• Own and manage the support ticket queue and day-to-day operations
• Define, track, and improve key support KPIs (FRT, CSAT, resolution time, backlog)
• Build scalable processes and workflows to support growth without increasing headcount
• Identify and implement automation across triage, routing, and resolution

Technical Troubleshooting & Escalation

• Act as a senior escalation point for complex technical issues
• Diagnose front-end, browser, and integration-related issues
• Support API troubleshooting and technical debugging
• Design and improve escalation workflows across Support, Product, and Engineering

Tooling & Systems (DevRev Ownership)

• Lead implementation and optimization of DevRev (or similar tools)
• Build dashboards, reporting, and operational visibility into support performance
• Continuously improve tooling to increase efficiency and insight

Team Leadership (Player-Coach)

• Manage and coach a small team of Support ICs
• Provide mentorship, feedback, and performance guidance
• Balance leadership responsibilities with hands-on ticket ownership

Cross-Functional Collaboration

• Partner closely with Product, Engineering, and Customer Success
• Strengthen feedback loops between customer issues and product improvements
• Influence product decisions through support insights and trends

 

About You:

• You’re curious, self-directed, and motivated to learn quickly
• You thrive in ambiguity and create clarity for others
• You’re calm under pressure and strong in customer escalations
• You’re both a leader and operator—comfortable coaching and doing
• You lead with empathy, accountability, and a strong customer-first mindset
• You’re excited about building responsible, scalable systems

Must-Haves:

• 5+ years in technical support or similar within a SaaS environment
• 2–3+ years of experience managing support teams or ICs
• Proficiency in JavaScript, HTML, and CSS (debugging level)
• Ability to troubleshoot client-side and browser-based issues using developer tools (console, network, etc.)
• Strong understanding of API calls, integrations, and how systems interact
• Experience working within technical support queues and managing ticket workflows
• Experience with support tools (Zendesk, Jira, HubSpot Support, DevRev, or similar)
• Familiarity with AI tools (e.g., ChatGPT) to improve troubleshooting efficiency and workflows 
• Ability to work cross-functionally with customer, product, and engineering teams.

Nice-to-Haves:

• Privacy, security, or compliance SaaS support experience
• Experience with mobile SDKs (iOS and/or Android)
• Server-side or backend experience (APIs, integrations, systems architecture)
• Deeper expertise in JavaScript frameworks or advanced debugging techniques
• Experience supporting technical implementations or customer integrations
• Experience building automations or scripting for support workflows
• Familiarity with project management tools (Airtable, Airfocus, Jira, etc.)
• Experience owning knowledge bases, in-app support, or customer education resources.

 

Why Us:

• We're a welcoming team that's dependable, curious, moves fast, and full of talented people
• We're a B-corporation with a mission that matters, in a high-growth space with significant potential
• You'll become a privacy expert, including the opportunity to obtain your Certified Information Privacy Manager credential
• You'll have access to our training program, well-defined career paths, and a leadership team that values professional development

 

Benefits:

• Competitive-pay compensation and ownership interest/equity
• Unlimited paid time off, plus a requirement to take at least two weeks off per year
• We're a Best Place for Working Parents and offer paid parental leave for all new parents
• Osano sponsors individual premiums on base plans at 100% and dependent premiums at 50% for Medical, Dental, and Vision insurance via Aetna
• A fully and permanently remote company so you can work from anywhere in the U.S. 
• Receive a MacBook and $600 to craft your home workspace
• Annual company trip designed to foster connection, creativity, and fun
• Mental health benefits with free memberships to mindfulness and talk therapy services

 

A Bit More About Osano 

Osano is a leading data privacy platform that helps organizations quickly and confidently comply with laws like GDPR, CCPA, and other global privacy regulations. From consent management to vendor risk monitoring, Osano makes complex privacy tasks refreshingly simple, so companies can focus on what they do best, while we handle the rest.

We’re backed by top-tier investors including Baird Capital, Jump Capital, and LiveOak, and we’re scaling fast with a multi-year runway and ambitious growth plans. We’ve also been recognized as a Great Place to Work for four years running, with 97% of employees saying Osano is a great place to work.

As we grow, we're looking for individuals who lean into modern technologies and smarter systems to drive efficiency, clarity, and speed; both in our product and in how we operate. If you're excited by the idea of helping build a high-growth, privacy-first company that embraces thoughtful automation, emerging tech, and intentional collaboration, we’d love to hear from you.

Osano is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by applicable law.