Manager,CustomerSupport

__**Posting Type**__ Remote __**Job Overview**__ As a Product Support Manager, you will be responsible for providing Technical, Policy, and Procedure guidance to your teams. The Product Support Manager should have intimate knowledge on all Product Support process and procedure. On a daily basis, the Product Support Manager will be responsible for monitoring the specific team’s ticket queues, ensuring that tickets are being scrubbed and assigned in a timely manner. The Product Support Manager will be responsible for balancing the team’s workload, reassigning tickets as needed due to PTO (Personal Time Off) and scheduled trainings. __**Job Description and Requirements**__ The Support Manager should be organized, attentive to details, and meet all of our department goals and metrics. The Product Support Manager informs their Manager of issues regarding personnel, performance, client perception, and project status, and works closely with Global teams to ensure consistent, high quality service. The Product Support Manager is also responsible for the professional development of their reports. As part of a global SaaS support organization, this role requires a high degree of schedule flexibility to ensure strong collaboration and leadership alignment with US-based counterparts. While the position is based in EMEA (Poland) and operates under a task-based work model, there is an expectation that the majority of the working week (approximately 80%) will provide meaningful overlap with US business hours. Working hours may vary depending on business needs, team coverage requirements, and cross-regional priorities. This flexibility enables effective partnership with global stakeholders, real-time decision-making, and seamless support operations across regions. Role Responsibilities * Oversee team response to customer incidents and requests on a daily basis * Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing custo