[Hiring] Manager of Product & Customer Support @Osano

Role Description

We’re looking for a Manager of Product & Customer Support to lead and scale our support function as we grow. This role is both strategic and hands-on—you’ll act as a player-coach, leading a small but high-impact team, managing the support system, and directly engaging in tickets, escalations, and technical troubleshooting. You’ll be responsible for building the systems, processes, and tooling that allow Support to scale efficiently—without simply adding headcount—while ensuring a high-quality customer experience. This position is ideal for someone who thrives in fast-paced SaaS environments, enjoys solving complex technical problems, and is energized by building structure where it doesn’t yet exist.

Responsibilities

• Support Operations & Scaling
  • Own and manage the support ticket queue and day-to-day operations
  • Define, track, and improve key support KPIs (FRT, CSAT, resolution time, backlog)
  • Build scalable processes and workflows to support growth without increasing headcount
  • Identify and implement automation across triage, routing, and resolution
• Technical Troubleshooting & Escalation
  • Act as a senior escalation point for complex technical issues
  • Diagnose front-end, browser, and integration-related issues
  • Support API troubleshooting and technical debugging
  • Design and improve escalation workflows across Support, Product, and Engineering
• Tooling & Systems (DevRev Ownership)
  • Lead implementation and optimization of DevRev (or similar tools)
  • Build dashboards, reporting, and operational visibility into support performance
  • Continuously improve tooling to increase efficiency and insight
• Team Leadership (Player-Coach)
  • Manage and coach a small team of Support ICs
  • Provide mentorship, feedback, and performance guidance
  • Balance leadership responsibilities with hands-on ticket ownership
• Cross-Functional Collaboration
  • Partner closely with Product, Engineering, and Customer Success
  • Strengthen feedback loops between customer issues and product improvements
  • Influence product decisions through support insights and trends

Qualifications

• You’re curious, self-directed, and motivated to learn quickly
• You thrive in ambiguity and create clarity for others
• You’re calm under pressure and strong in customer escalations
• You’re both a leader and operator—comfortable coaching and doing
• You lead with empathy, accountability, and a strong customer-first mindset
• You’re excited about building responsible, scalable systems

Requirements

• 5+ years in technical support or similar within a SaaS environment
• 2–3+ years of experience managing support teams or ICs
• Proficiency in JavaScript, HTML, and CSS (debugging level)
• Ability to troubleshoot client-side and browser-based issues using developer tools (console, network, etc.)
• Strong understanding of API calls, integrations, and how systems interact
• Experience working within technical support queues and managing ticket workflows
• Experience with support tools (Zendesk, Jira, HubSpot Support, DevRev, or similar)
• Familiarity with AI tools (e.g., ChatGPT) to improve troubleshooting efficiency and workflows
• Ability to work cross-functionally with customer, product, and engineering teams.

Nice-to-Haves

• Privacy, security, or compliance SaaS support experience
• Experience with mobile SDKs (iOS and/or Android)
• Server-side or backend experience (APIs, integrations, systems architecture)
• Deeper expertise in JavaScript frameworks or advanced debugging techniques
• Experience supporting technical implementations or customer integrations
• Experience building automations or scripting for support workflows
• Familiarity with project management tools (Airtable, Airfocus, Jira, etc.)
• Experience owning knowledge bases, in-app support, or customer education resources.

Benefits

• Competitive-pay compensation and ownership interest/equity
• Unlimited paid time off, plus a requirement to take at least two weeks off per year
• We're a Best Place for Working Parents and offer paid parental leave for all new parents
• Osano sponsors individual premiums on base plans at 100% and dependent premiums at 50% for Medical, Dental, and Vision insurance via Aetna
• A fully and permanently remote company so you can work from anywhere in the U.S.
• Receive a MacBook and $600 to craft your home workspace
• Annual company trip designed to foster connection, creativity, and fun
• Mental health benefits with free memberships to mindfulness and talk therapy services