Notable

Senior Manager, Product Support

Notable

full-time

Posted on:

Location Type: Hybrid

Location: San Mateo • California • United States

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Salary

💰 $128,000 - $169,000 per year

Job Level

Senior

About the role

  • Lead and continue building the Product Support and Maintenance teams, managing utilization, resource allocation, and ticket resolution to maintain strong service levels.
  • Run daily ticket triage and ensure issues are routed, prioritized, and resolved efficiently across internal teams.
  • Serve as the primary escalation point for complex technical support issues, occasionally working directly with customers to drive resolution.
  • Audit, diagnose, and configure support systems while identifying and implementing process improvements that enhance operational efficiency and customer satisfaction.
  • Partner closely with Customer Success, Delivery, and R&D to align support operations with broader organizational goals and support customers as they transition into maintenance status.
  • Build and refine processes, templates, and automation (including agents or prompts) to improve support efficiency and scalability.
  • Leverage and optimize CRM and ticketing systems to improve visibility, reporting, and overall team performance.
  • Support the broader builder community by collaborating with internal leaders to ensure builders have the resources and guidance they need.

Requirements

  • 5+ years of experience managing customer support or technical support teams.
  • Strong experience managing service levels and operational performance in a support environment.
  • Proven ability to delegate effectively while stepping in hands-on when necessary.
  • Experience auditing, diagnosing, and improving support systems and workflows.
  • A process-oriented mindset with a track record of improving support operations and resource allocation.
  • Comfort working with ticketing systems such as Zendesk or similar platforms.
  • Experience building automation or efficiency tools such as agents, prompts, or workflow automation.
  • Technical fluency and the ability to support a technically sophisticated customer or builder audience.
  • Strong communication skills and the ability to collaborate with both technical and non-technical stakeholders.
  • Comfort operating in a fast-paced environment and partnering closely with leadership to evolve support strategy in real time.
Benefits
  • Medical, Dental, and Vision coverage with generous premium contributions for both employees and their families
  • Health Savings Account with Employer Match
  • Company paid disability and life insurance
  • Opportunity to add additional coverage for you and your family
  • Stock options
Applicant Tracking System Keywords

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

Hard Skills & Tools
ticket resolutionprocess improvementssupport systems auditingworkflow automationresource allocationservice level managementtechnical supportcustomer support managementdiagnosing support systemsbuilding automation tools
Soft Skills
delegationcommunicationcollaborationprocess-oriented mindsetoperational performance managementcustomer satisfaction focusproblem-solvingadaptabilityleadershipteam management