Relativity

Manager, Product Support

Relativity

full-time

Posted on:

Location Type: Hybrid

Location: Idaho • Illinois • United States

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Salary

💰 $93,000 - $140,000 per year

About the role

  • Oversee team response to customer incidents and requests on a daily basis, ensuring tickets are managed and processed in alignment with established policies and procedures
  • Monitor and report on support performance, ensuring timely updates to tickets and that service level objectives are met
  • Collaborate with cross-functional teams, including Product and Engineering, to address technical issues and improve the product based on customer feedback
  • Proactively monitor staff availability to ensure service levels are met as they provide complex responsive support
  • Manage and develop the support team, coaching team members to expand their technical skill sets and ensure alignment with department goals
  • Provide direction and apply company policies to broader team(s) or sub-department, ensuring adherence to procedures and standards
  • Track team progress on daily tasks and projects, ensuring timely completion with attention to quality and customer satisfaction
  • Act as a point of contact for complex, escalated support issues, offering guidance and resolution to both internal teams and customers

Requirements

  • At least three years of experience leading or managing a team or department in a technical support environment
  • Experience managing technical support teams and collaborating with Product and Engineering departments to resolve product issues
  • Strong technical background, with a deep understanding of SaaS products and technical troubleshooting
  • Experience working with support tools (e.g., Salesforce, Jira) and managing ticket queues in a high-volume environment
  • Experience in coaching and mentoring teams, with a focus on developing both technical and product knowledge
  • Client-focused with the ability to understand and meet customer expectations
  • Excellent communication skills, both written and verbal
  • Experience with Relativity is a plus, but not necessary
  • eDiscovery knowledge and industry experience are a plus, but not necessary
  • Experience with ITIL standards and best practices is a plus.
Benefits
  • Competitive base salary
  • Annual performance bonus
  • Long-term incentives
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical support managementSaaS productstechnical troubleshootingcoachingmentoringticket managementeDiscoveryITIL standards
Soft Skills
team leadershipcommunicationcustomer focuscollaborationproblem-solving