Manager, Product Support

26 minutes ago
Full-time
Senior
Customer and Technical Support
Ellevation Education

Ellevation Education

Ellevation Education empowers educators and ELs with efficient program management, high-quality instruction, and effective collaboration. Partnering with 1,600 U.S. school districts, Ellevation goes beyond compliance to help ELs reach their highest asp...

Diversified Consumer Services
51-250
Founded 2011
$22M raised

Description

  • Lead the Product Support team and establish expectations, SLAs, performance goals, and ticket-handling standards.
  • Monitor support metrics, including assignment and resolution times, ticket volume, product trends, and partner satisfaction.
  • Own and optimize Zendesk workflows, including macros, triggers, views, and automations.
  • Drive process, tooling, documentation, and self-service improvements to scale support and reduce repetitive inquiries.
  • Lead onboarding, training, coaching, and professional development for support team members.
  • Communicate support trends, emerging issues, and operational insights to cross-functional stakeholders.
  • Oversee product bug identification, documentation, tracking, escalation, and partner-facing updates.
  • Lead maintenance triage meetings with Customer Success, Product, and Engineering and coordinate follow-up actions.
  • Own major incident escalation and coordinate accurate communications across Intercom, Slack, and other channels.
  • Represent partner-facing teams in post-incident reviews and improve incident response processes.

Requirements

  • Bachelor’s degree or equivalent practical experience.
  • 5+ years of experience in a customer or technical support environment; ed-tech, SaaS, or K–12 education technology experience is preferred.
  • 2+ years of experience directly managing or leading a support, help desk, or customer-facing team.
  • Experience owning and optimizing a ticketing platform such as Zendesk.
  • Experience using SLA adherence, resolution time, ticket volume, and satisfaction metrics to improve performance.
  • Experience partnering with Product, Engineering, and Customer Success, including leading bug triage or incident review meetings.
  • Strong written and verbal communication skills, including translating technical issues for non-technical audiences.
  • Ability to create processes, documentation, and self-service resources in ambiguous or developing environments.
  • Demonstrated ability to coach, develop, and retain a high-performing, diverse team.
  • Ability to lead through change with empathy, curiosity, strategic problem-solving, and accountability.

Interested in this position?

Apply directly on the company website

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