Product Support Manager

Leading a remote, full-time team, the Product Support Manager will oversee the Product Support team, establish performance standards, and optimize support processes while collaborating with cross-functional teams to address product issues and enhance partner satisfaction. Key responsibilities Manage the Product Support team, setting expectations, performance goals, and monitoring key support metrics Oversee the identification, documentation, and communication of product bugs, coordinating with relevant teams for resolution Own the escalation process for major product incidents, ensuring timely and accurate communication to internal and partner-facing teams Required qualifications Bachelor's degree or equivalent practical experience 5+ years of experience in a customer or technical support environment, preferably in ed-tech or SaaS 2+ years of experience managing a support or customer-facing team Proficiency in optimizing ticketing platforms like Zendesk Experience collaborating with Product, Engineering, and Customer Success teams