Canto

Manager, Product Support

Canto

full-time

Posted on:

Location Type: Hybrid

Location: Cork • Ireland

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Tech Stack

AWS

About the role

  • Manage and develop the Tier 1 and Tier 2 support teams in Ireland & Germany, fostering a high-performance culture.
  • Implement strategic initiatives to enhance customer support and satisfaction within the EMEA region.
  • Support the team’s adoption of new initiatives by demonstrating strong change management skills.
  • Develop and implement best practices, policies, and processes to enhance product support operations both in your region and globally.
  • Leverage AI to optimize support processes, improve response times, and enhance team efficiency.
  • Act as an escalation point for complex support cases and work closely with teams to resolve issues.
  • Collaborate cross-functionally with Product Support leadership, Account Management, Customer Success, Product, and Engineering teams.
  • Oversee the development and maintenance of the global knowledge base, ensuring it is comprehensive and up-to-date.
  • Establish knowledge management as the foundation for implementing AI-driven solutions and enhancing self-service options, enabling more efficient and effective customer support experiences.

Requirements

  • 6+ years of experience in Product support or service management in a SaaS business, with at least 3 years in a leadership role.
  • Proven track record of managing and developing high-performing remote & on-site support teams across multiple European countries.
  • Strong understanding of support operations, processes, and best practices.
  • Proven technical expertise and experience in an AWS environment, with a solid understanding of its tools and services.
  • An open mindset towards AI technologies, with a willingness to explore and implement AI-driven solutions to enhance support operations.
  • Excellent communication, leadership, and interpersonal skills as well as excellent written and verbal communication skills.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
  • Experience with customer support software (like ZenDesk), including AI-driven solutions.
Benefits
  • Ignite Your Potential – Join a fast-growing company where innovation and agility fuel success.
  • Make an Impact – Your ideas and efforts directly shape our future—every contribution matters.
  • Learn, Grow, Thrive – Gain real-world experience and develop new skills as we scale.
  • Stronger Together – Be part of a close-knit, supportive team that values collaboration and camaraderie.
  • Your Voice Matters – We foster open communication and transparency so every idea is heard.
  • Turn Challenges into Triumphs – Solve meaningful problems with creativity and confidence.
  • Balance that Works for You – We believe success comes from a healthy work-life harmony.
  • Endless Growth Potential – As we rise, so do you. Step into new opportunities and grow with us.
  • A Global Perspective – Work alongside diverse, talented colleagues and broaden your horizons.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
product supportservice managementsupport operationsbest practicesAWSAI technologiescustomer support softwareAI-driven solutionschange managementknowledge management
Soft Skills
leadershipcommunicationinterpersonal skillswritten communicationverbal communicationcollaborationadaptabilityproblem-solvingteam developmentcustomer satisfaction