Supply Tech Tools Manager
SYNCREON
SQL
Director of Product Support – Housing
EliseAI
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $160,000 - $185,000 per year
Job Level
Lead
Tech Stack
SQL
About the role
- Partner with Senior Director, Support + Solutions to define strategies and roadmap for Product Support ensuring alignment with company-wide goals
- Grow and mentor a high-performing support team, fostering a culture of empathy, accountability, and innovation
- Establish and monitor KPIs (SLAs, CSAT, backlog management) to ensure excellence at scale
- Design and refine support processes to increase efficiency and scalability
- Implement QA frameworks, incident management workflows, and proactive support strategies
- Oversee ticketing, escalation, and incident response with a player-coach mindset
- Partner with Product and Engineering to report issues themes and deliver insights to drive systemic fixes
- Work with CX Solutions to represent the Voice of the Customer internally, relaying insights and feedback to shape product roadmaps
- Collaborate with Customer Success and Sales to ensure alignment on client needs and outcomes
- Ensure timely, empathetic, and effective communication with clients, especially during escalations
- Oversee development of knowledge bases, documentation, and training resources for both clients and internal teams
- Champion the adoption of AI-powered tools and workflows to enhance client and team productivity
- Attract top tier talent to the team
Requirements
- 6-8+years of experience in technical/product support, with at least 5 years in leadership roles
- Proven ability to scale and manage high-performing support organizations in SaaS or technology environments
- Strong technical proficiency: SQL, debugging logs, and triaging technical issues
- Deep knowledge of support platforms and CRM systems (e.g., Zendesk, Salesforce, Datadog, LogRocket)
- Excellent communication skills, including executive-level incident communication
- Empathetic leadership style with a customer-first mindset
- Track record of driving operational improvements and measurable outcomes
- Willingness to work in person at our office 4-5 days a week
- Ability to attract and hire top tier talent
