Manager, Product Support

Responsibilities

• Hire, onboard, and ramp Support Specialists to productivity
• Work closely with Support Specialists to troubleshoot and resolve customer issues
• Run regular 1:1s, team meetings, and performance conversations
• Coach individuals to team metrics and SLAs
• Build and deliver training programs for product knowledge and support skills
• Serve as an escalation point for complex or sensitive customer issues
• Analyze support data to identify trends and areas for improvement
• Collaborate with product development teams to address feedback
• Create and maintain documentation for support procedures
• Foster an inclusive, high-trust team culture

Requirements

• 3+ years of people management experience in customer or technical support
• Customer-centric mindset
• Passion for coaching and career development
• Strong leadership and communication skills
• Operationally savvy and data-driven decision making
• Collaborative approach with cross-functional experience
• Ability to understand technical products, including troubleshooting
• Proficiency in SQL, APIs, or specific industry technologies

About the Company

Electric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment through best-in-class software.