Senior Manager, Product Support

Lead the Customer Support and Workforce Management teams to ensure service level agreements (SLAs) are met while continuously improving operations and customer experience.

What You’ll Do

• Own daily operations, ensuring consistent performance during peak volume.
• Reduce volume at the source through data analysis and cross‑functional collaboration.
• Lead escalations end‑to‑end, driving fast resolution and addressing root causes.
• Build and evolve QA & performance programs to improve service delivery.
• Coach teams to improve first‑call resolution (FCR), customer satisfaction (CSAT), and overall performance.
• Improve customer retention through high‑empathy, high‑competence interactions.
• Own workplace‑force‑management strategy: forecasting, scheduling, and capacity planning.
• Lead with empathy, building a high‑performance, high‑retention culture grounded in ...