Manager, Product Support

Ellevation is seeking a dedicated Manager, Product Support to lead and scale our support operations. In this role, you will guide a team of full-time and part-time professionals, ensuring high standards of partner service while acting as a vital link between our support, product, and engineering departments.

Key responsibilities

• Lead and mentor the Product Support team, establishing clear performance goals, SLAs, and ticket-handling standards.
• Optimize our Zendesk instance and drive operational improvements to reduce repetitive support needs.
• Manage the bug triage process and coordinate maintenance meetings with Product and Engineering teams.
• Oversee major incident communications, ensuring internal and partner-facing teams receive timely and accurate updates.
• Analyze support metrics to identify trends and develop self-service resources that empower our partners.

Requirements

• 5+ years of experience in customer or technical support, preferably within SaaS or ed-tech environments.
• 2+ years of direct experience managing or leading a customer-facing support team.
• Proven expertise in optimizing ticketing platforms like Zendesk, including automations and workflows.
• Strong ability to translate technical issues for diverse audiences and lead cross-functional collaboration.
• A builder's mindset with a track record of creating processes and documentation from the ground up.

What we offer

• The opportunity to lead and develop a high-performing, diverse team in a mission-driven organization.
• A collaborative environment where strategic problem-solving and process improvement are highly valued.
• Full remote work flexibility, allowing you to contribute to our mission from anywhere.