Equip
Manager, Product Support
Remote - USA
Sponsorship not specifiedDetected 27 days ago
SpringPostgreSQLDatadogProduct ManagementPerformance ManagementCustomer SuccessCustomer SupportPostmanLeadershipCommunicationMentoring
About the role
- We are looking for a dedicated and strategic Manager of Product Support to lead our support operations and ensure an exceptional customer experience.
- In this role, you will be responsible for overseeing the daily operations of the product support team, managing team capacity, and driving continuous improvement in our support processes.
- You will act as the bridge between our customers and the product and engineering teams, staying ahead of product updates and bug resolutions to empower your team and provide consistent, high-quality support.
Responsibilities
- Manage and mentor the product support team through hiring, onboarding, performance management, and continuous coaching.
- Develop and maintain standard operating procedures (SOPs) and knowledge base documentation to streamline workflows and support consistency.
- Define and track key performance indicators (KPIs) to analyze support trends and drive operational improvements.
- Collaborate with Product and Engineering teams to report and track bugs, while advocating for the customer by sharing ticket trends to influence the product roadmap.
- Perform other duties as assigned.
Requirements
- Bachelor's degree in Business, Communications, Technology, or a related field.
- 5+ years of experience in product support, customer success, or technical support roles.
- 2+ years of direct people management experience.
- Ability to work during PST business hours.
- Strong understanding of product life cycles, bug tracking, and release processes.
- Strong verbal and written communication skills, with a proven ability to navigate challenging customer interactions effectively.
- Proven ability to conduct deep-dive technical root-cause analysis for complex, escalated issues.
- This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone.
- Proven ability to conduct deep-dive technical root-cause analysis for complex, escalated issues. Comfortable navigating and utilizing tools like Datadog, Mixpanel, Postman, PostgreSQL (writing/running queries), and Chrome Developer Tools to diagnose system, API, and frontend behavior.
Compensation
- You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents.
Benefits
- Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
- Generous parental leave.
- Core Benefits:
- Competitive Medical, Dental, Vision, Life, and AD&D insurance.
- Equip pays for a significant percentage of benefits premiums for individuals and families.
- Spring Health, a 100% employer-paid mental health benefit through Guardian.
- Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
- HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits.
- Work From Home Additional Perks:
- $50/month stipend added directly to an employee's paycheck to cover home internet expenses.
- $250/month stipend to use a co-working space.
This listing is sourced directly from Equip's careers page and normalized into a canonical job model.