2h ago

Manager of Product & Customer Support

Austin, Texas
full-timeseniorData Privacy and Compliance SaaS

Tech Stack

Description

You will lead and scale Osano's customer support function, acting as a player-coach to manage a small team, handle technical escalations, and build scalable systems and processes. You'll work cross-functionally with Product, Engineering, and Customer Success to improve customer experience and influence product decisions.

Requirements

  • 5+ years in technical support within a SaaS environment
  • 2-3+ years managing support teams or ICs
  • Proficiency in JavaScript, HTML, and CSS for debugging
  • Strong understanding of API calls and integrations
  • Experience with support tools like Zendesk, Jira, or DevRev

Responsibilities

  • Own and manage support ticket queue and day-to-day operations
  • Act as senior escalation point for complex technical issues, including API and front-end troubleshooting
  • Lead implementation and optimization of DevRev and build dashboards for support performance
  • Manage and coach a small team of Support ICs while handling tickets hands-on
  • Partner with Product, Engineering, and Customer Success to strengthen feedback loops
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