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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