Associate Manager, Product Support
Advarra
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $69,375 - $127,188 per year
About the role
- Lead and develop a team of 2-8 Product Support Specialists delivering Tier 1, 2 or 3 support across multiple channels.
- Provide technical and subject matter leadership across the supported product ecosystem.
- Conduct regular 1:1s, set performance goals, deliver coaching, and drive professional development.
- Monitor queue health, SLA performance, quality standards, and workload distribution; adjust resources and step-in directly to meet operational targets.
- Serve as an internal escalation point for complex or high-impact customer issues.
- Partner with Product Management and Engineering as the Voice of the Customer, escalating trends, enhancement requests, and systemic issues.
- Act as liaison between customers and development teams to support requirements gathering, product feedback, and validation efforts.
- Identify and implement process improvements to enhance team efficiency, quality, and customer experience.
- Support recruiting, onboarding, and training of new team members.
- Maintain an active caseload, providing direct Tier 1, 2 or 3 support and ensure timely, high-quality resolutions.
- Lead resolution of complex, cross-functional issues, coordinating with internal stakeholders to drive outcomes.
- Diagnose and troubleshoot technical and workflow-related issues; communicate solutions clearly and provide customer training as needed.
- Research and collaborate with internal teams when solutions are not immediately available.
- Develop trusted customer relationships by understanding operational goals and recommending workflow optimizations and expanded product functionality.
- Serve as a product expert across supported applications and integrations, maintaining up-to-date knowledge of system changes and enhancements.
- Demonstrate urgency, accountability, and professionalism in all client interactions.
- Work independently and integrate into a team environment
Requirements
- 3+ years of experience providing customer support of software applications
- Experience as a team lead or senior-level staff
- Demonstrated strong communication and management skills
- Proven successful experience influencing others' work outcomes with and without direct authority
- Demonstrated strength with analytical thinking, problem-solving, and interpersonal skills
Benefits
- health coverage
- paid holidays
- variable bonus
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supporttechnical leadershipperformance managementprocess improvementtroubleshootingworkflow optimizationrequirements gatheringproduct feedbackSLA performance monitoringcaseload management
Soft Skills
communicationmanagementanalytical thinkingproblem-solvinginterpersonal skillscoachingprofessional developmentteam leadershipcustomer relationship managementaccountability