What are the responsibilities and job description for the Manager, Product Support position at Relativity?
Posting Type
Hybrid, Remote
Job Overview
As a Product Support Manager, you will be responsible for providing Technical, Policy, and Procedure guidance to your teams. The Support Manager should have intimate knowledge of all Product Support processes and procedures. You will be tasked with building out a new support vertical for a new product, including developing strategies, managing team operations, and collaborating with other departments. The Support Manager will monitor team ticket queues, ensuring timely assignment and resolution, balancing workloads, and managing staffing adjustments due to PTO and training. The Support Manager should be organized, detail-oriented, and focused on meeting department goals and metrics. You will also inform your Manager of personnel, performance, client perception, and project status issues and work closely with Global teams to ensure consistent, high-quality service. The Support Manager is responsible for the professional development of their reports.
Job Description and Requirements
Role Responsibilities :
- Develop and implement a comprehensive support strategy for the new SaaS product, including team structure, workflows, and key performance metrics.
- Oversee team response to customer incidents and requests on a daily basis, ensuring tickets are managed and processed in alignment with established policies and procedures.
- Create and maintain knowledge base content to support customer self-service and empower the support team.
- Monitor and report on support performance , ensuring timely updates to tickets and that service level objectives are met.
- Collaborate with cross-functional teams , including Product and Engineering, to address technical issues and improve the product based on customer feedback.
- Proactively monitor staff phone availability and adjust schedules dynamically to ensure service levels are met.
- Manage and develop the support team , coaching team members to expand their technical skill sets and ensure alignment with department goals.
- Provide direction and apply company policies to broader team(s) or sub-department, ensuring adherence to procedures and standards.
- Track team progress on daily tasks and projects , ensuring timely completion with attention to quality and customer satisfaction.
- Act as a primary point of contact for complex, escalated support issues , offering guidance and resolution to both internal teams and customers.
Preferred Qualifications :
Minimum Qualifications :
Relativity is committed to competitive, fair, and equitable compensation practices.
This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.
The expected salary range for this role is between following values :
93,000 and $140,000
The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.
Salary : $93,000 - $140,000
