Job Description
Job Overview
As a Product Support Manager, you will play a key role in guiding and enhancing the support operations for our products. Your expertise in Technical, Policy, and Procedure will be crucial in leading your teams effectively. You’ll develop and implement strategies to optimize team performance and ensure collaboration across departments. Your responsibilities will include monitoring ticket queues for timely resolutions, balancing workloads, and adjusting staffing as needed. This is an opportunity for a detail-oriented individual to make a significant impact on department goals and metrics. You will provide insightful updates on personnel performance, client interactions, and project statuses to your Manager while working alongside Global teams to deliver exceptional service. Additionally, you will be responsible for the professional growth of your team members.
Role Responsibilities:
• Oversee team responses to customer incidents and requests, ensuring that ticket management aligns with established policies and procedures.
• Monitor and report on support performance, ensuring timely updates to tickets and adherence to service level objectives.
• Collaborate with cross-functional teams, including Product and Engineering, to tackle technical challenges and enhance the product based on customer insights.
• Proactively monitor staff availability to maintain service levels and provide complex support during business hours, including early and late shifts, as needed.
• Manage and develop the support team, coaching members to build their technical skills and aligning their efforts with departmental goals.
• Provide direction and ensure adherence to company policies within broader teams or sub-departments.
• Track team progress on daily tasks and projects, emphasizing timely completion, quality, and customer satisfaction.
• Act as a point of contact for complex, escalated support issues, offering guidance and resolutions to both internal teams and customers.
Preferred Qualifications:
• Experience managing technical support teams and partnering with Product and Engineering to resolve product-related issues.
• Strong technical background with a solid grasp of SaaS products and technical troubleshooting.
• Proficiency with support tools (e.g., Salesforce, Jira) and managing ticket queues in high-volume environments.
• Experience in coaching and mentoring teams to grow their technical and product knowledge.
• Client-focused with an ability to comprehend and meet customer expectations.
• Excellent communication skills, both written and verbal.
• Experience with Relativity is a plus but not required.
• Knowledge of eDiscovery and industry experience is a plus but not necessary.
• Understanding of ITIL standards and best practices is a plus.
Minimum Qualifications:
At least three years of experience leading or managing a team in a technical support setting.
Relativity is committed to fair and equitable compensation practices.
This position offers a competitive salary, an annual performance bonus, and long-term incentives, with an expected salary range of:
$93,000 to $140,000
The final offered salary will consider various factors, including depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range is uncommon to allow for meaningful future salary growth.
Required Skills:
• Budget Management
• Coaching
• Communication
• Customer Service
• Customer Support
• Mentorship
• Stakeholder Management
• Team Leadership
• Technical Support
• Training and Development
As a Product Support Manager, you will play a key role in guiding and enhancing the support operations for our products. Your expertise in Technical, Policy, and Procedure will be crucial in leading your teams effectively. You’ll develop and implement strategies to optimize team performance and ensure collaboration across departments. Your responsibilities will include monitoring ticket queues for timely resolutions, balancing workloads, and adjusting staffing as needed. This is an opportunity for a detail-oriented individual to make a significant impact on department goals and metrics. You will provide insightful updates on personnel performance, client interactions, and project statuses to your Manager while working alongside Global teams to deliver exceptional service. Additionally, you will be responsible for the professional growth of your team members.
Role Responsibilities:
• Oversee team responses to customer incidents and requests, ensuring that ticket management aligns with established policies and procedures.
• Monitor and report on support performance, ensuring timely updates to tickets and adherence to service level objectives.
• Collaborate with cross-functional teams, including Product and Engineering, to tackle technical challenges and enhance the product based on customer insights.
• Proactively monitor staff availability to maintain service levels and provide complex support during business hours, including early and late shifts, as needed.
• Manage and develop the support team, coaching members to build their technical skills and aligning their efforts with departmental goals.
• Provide direction and ensure adherence to company policies within broader teams or sub-departments.
• Track team progress on daily tasks and projects, emphasizing timely completion, quality, and customer satisfaction.
• Act as a point of contact for complex, escalated support issues, offering guidance and resolutions to both internal teams and customers.
Preferred Qualifications:
• Experience managing technical support teams and partnering with Product and Engineering to resolve product-related issues.
• Strong technical background with a solid grasp of SaaS products and technical troubleshooting.
• Proficiency with support tools (e.g., Salesforce, Jira) and managing ticket queues in high-volume environments.
• Experience in coaching and mentoring teams to grow their technical and product knowledge.
• Client-focused with an ability to comprehend and meet customer expectations.
• Excellent communication skills, both written and verbal.
• Experience with Relativity is a plus but not required.
• Knowledge of eDiscovery and industry experience is a plus but not necessary.
• Understanding of ITIL standards and best practices is a plus.
Minimum Qualifications:
At least three years of experience leading or managing a team in a technical support setting.
Relativity is committed to fair and equitable compensation practices.
This position offers a competitive salary, an annual performance bonus, and long-term incentives, with an expected salary range of:
$93,000 to $140,000
The final offered salary will consider various factors, including depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range is uncommon to allow for meaningful future salary growth.
Required Skills:
• Budget Management
• Coaching
• Communication
• Customer Service
• Customer Support
• Mentorship
• Stakeholder Management
• Team Leadership
• Technical Support
• Training and Development
💡 Quick Summary
Seeking a career-building opportunity? The Product Support Manager position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Houston offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.