Relativity

Manager, Product Support

Relativity

full-time

Posted on:

Location Type: Hybrid

Location: Kraków • Poland

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Salary

💰 PLN 188,000 - PLN 282,000 per year

About the role

  • Lead, coach, and develop a team of Product Support professionals operating in a SaaS-first support model.
  • Oversee daily support operations, ensuring customer requests are handled efficiently and consistently in line with SaaS service standards.
  • Serve as an escalation point for complex or high-impact customer issues, balancing customer needs with product capabilities.
  • Collaborate closely with Product and Engineering teams to provide actionable insights based on customer usage, support interactions, and operational data.

Requirements

  • At least 3 years of experience leading or managing teams in a technical support or customer support environment, with experience supporting SaaS products.
  • Strong people leadership skills with a proven ability to coach, motivate, and develop teams.
  • Experience operating in a consultative support model, focused on workflows, adoption, and customer value.
  • Excellent written and verbal communication skills, with the ability to communicate clearly with customers and internal stakeholders.
  • Customer-first mindset and sound judgment when handling complex or ambiguous situations.
Benefits
  • Comprehensive health, dental, and vision plans
  • Parental leave for primary and secondary caregivers
  • Flexible work arrangements
  • Long-term incentive program
  • Training investment program
Applicant Tracking System Keywords

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

Hard Skills & Tools
SaaStechnical supportcustomer supportconsultative support modelworkflowscustomer value
Soft Skills
people leadershipcoachingmotivationteam developmentwritten communicationverbal communicationcustomer-first mindsetsound judgment