Product Support Manager
DroneDeploy
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $108,000 - $130,000 per year
Job Level
Mid-LevelSenior
Tech Stack
BigQueryGoTableau
About the role
- Lead, coach, and develop our high‑performing, global support team. Set clear goals, run regular 1:1s, deliver actionable feedback, and promote internal career mobility.
- Own daily operations: workforce management, queue health, SLA attainment, frontline escalations, and real‑time decisions that keep customers moving.
- Raise ticket quality and customer experience via a consistent QA program, enablement, and team‑wide knowledge‑sharing.
- Drive knowledge excellence: oversee expansion and maintenance of internal and external documentation; empower self‑service with reusable, high‑quality content.
- Own end-to-end Support analytics; build and automate dashboards/scorecards, forecast capacity, and KPI management.
- Partner across Product, Engineering, and CS to evaluate customer trends using AI tools, turning insights into actionable improvements.
- Help modernize Support: evaluate and pilot AI deflection/assist, messaging‑based support (e.g., Slack/SMS), and a multimedia Help Center.
- Participate in incident response and limited on‑call; ensure post‑incident learning feeds product and process improvements.
Requirements
- 2+ years of people management in B2B SaaS Support, with a strong track record of performance management and raising the bar on outcomes; 5+ years overall in technical/product support or adjacent customer‑facing roles.
- Strong commitment to nurturing diverse, engaged teams through bias‑aware hiring, active mentorship/coaching, and transparent performance practices.
- Demonstrated ability to lead through change.
- Proven ownership of frontline operations (WFM, queue/SLA, escalations) and a consistent quality program.
- Strong cross‑functional leadership with Product, Engineering, and Go-to-Market teams
- Excellent written and verbal communication and de‑escalation skills.
- Experience working with modern, AI driven support tooling.
- Strong data analysis and reporting skills using tools like Zendesk, Looker, Tableau, and BigQuery.
Benefits
- Culture of Innovation & Collaboration – Thrive in an environment that values creativity and teamwork.
- Drone Certification – Get certified and gain unique, hands-on skills with our full backing.
- Flexible Work Arrangements – Enjoy autonomy with remote-first options and schedule flexibility.
- Paid Family Leave – Take the time you need to support your family during life’s most important moments.
- Comprehensive Healthcare Coverage – Plans designed to support your well-being.
- Career & Growth Development – Build new skills and unlock opportunities through continuous learning.
- Flexible PTO – Take time off when you need it to recharge—we trust you to manage your time well.
- Employee Referral Bonus – Know someone great? Refer them and earn a bonus when they join our team.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
people managementperformance managementworkforce managementqueue managementSLA managementescalation managementdata analysisreportingAI toolscustomer support
Soft skills
leadershipmentorshipcoachingcommunicationde-escalationteam engagementdiversity awarenesschange managementgoal settingfeedback delivery