Product Support Manager

Electric

Manager of Product Support team enhancing customer experience by leading and developing support specialists at Electric. Responsible for training, coaching, and analyzing support metrics.

Posted 6/2/2026full-timeRemote • Arizona, California, Colorado, Connecticut, Florida, Maine, Maryland, Massachusetts, Minnesota, Missouri, New Jersey, New York, North Carolina, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $125,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Hire, onboard, and ramp Support Specialists to productivity quickly
Work closely with Support Specialists to troubleshoot, unblock, and resolve customer issues
Run regular 1:1s, team meetings, and performance conversations with consistency and care
Coach individuals to team metrics and SLAs — celebrate wins, address gaps early
Build and deliver training programs that sharpen product knowledge and support skills
Serve as an escalation point for complex or sensitive customer issues
Analyze support data to identify trends and areas for improvement
Maintain up-to-date knowledge of company products and services
Collaborate with product development teams to address product issues and customer feedback
Create and maintain documentation for support procedures
Foster an inclusive, high-trust team culture where people feel supported to do their best work

Requirements

What you’ll need

3+ years of people management experience in customer or technical support
Customer-centric mindset with a genuine desire to help customers succeed
Passionate about coaching and career development - able to lead with empathy and to manage team and individual performance to key metrics and outcomes
Strong leadership and communication skills to manage teams and communicate with stakeholders.
Operationally savvy and data-driven in decisions
Collaborative approach with experience working cross-functionally to achieve goals
Able to understand technical products, including troubleshooting and, in some cases, proficiency in SQL, APIs, or specific industry technologies.

Benefits

Comp & perks

Flexible and generous PTO
Mental Wellness Days
Volunteer Days
Medical, Vision, Dental, and Orthodontia Coverage
401k
Monthly WFH Stipend
ESOP (Employee Stock Option Program)
Kindbody Membership for Family Planning
Pre-taxed Commuter Benefits
Generous Parental Leave
Paid medical, family, and military leave
Short and Long Term Disability
Employee Assistance Programs
Life Insurance funded by Electric
Training and career growth
Awesome team building events!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLAPIsdata analysistroubleshootingperformance metricssupport procedurestraining program developmentcustomer issue resolutionproduct knowledgeSLA management

Soft Skills

people managementcoachingempathyleadershipcommunicationcollaborationcustomer-centric mindsetoperational savvydata-driven decision makingteam culture building