Customer Support Manager

Relativity

Product Support Manager providing technical guidance and supporting global teams in customer service operations. Ensuring ticket management and coaching support staff in a dynamic work environment.

Posted 5/27/2026full-timeRemote • 🇵🇱 PolandMid-LevelSenior💰 PLN 188,000 - PLN 282,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee team response to customer incidents and requests on a daily basis
Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer incidents and requests; attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis
Proactively monitor staff phone availability and make dynamic changes to schedules to continuously meet service level objectives
Manage toward Customer Support KPI’s
Work closely and collaboratively with US teams to provide extended global support hours
Oversee team as they provide complex responsive support to clients during normal business hours when scheduled for early and late shifts and as identified for on-call or as requested by management; early/late shifts. Minimal On-call shifts are required
Oversee team as they complete all daily tasks and projects as requested, on-time, and with attention to detail and quality
Provide excellent customer service using the communication methods designated by Relativity
Provide direction and apply company policies to broader team(s) or sub-department
Translate business objectives and determine how to use resources to meet schedules and goals
Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends
Coach and develop employees to expand upon their technical and Relativity related skill sets.
Develop and administer schedules and performance requirements

Requirements

What you’ll need

At least three years effectively leading a team or department
Client-focused and ability to understand expectations
Professional written and verbal communication skills
Ability to manage multiple tasks and projects with ease
Experience leading or managing a team at a call center or help desk
Experience with ITIL standards and best practices
Experience with Relativity is a plus, but not necessary
eDiscovery/ eDisclosure knowledge and industry experience is a plus, but not necessary
ITIL Foundations certification is a plus, but not necessary

Benefits

Comp & perks

Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
Two, week-long company breaks per year
Additional time off
Long-term incentive program
Training investment program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITIL standardseDiscoveryeDisclosure

Soft Skills

team leadershipcustomer servicecommunication skillsproject managementattention to detailcoachingcollaborationproblem-solving

Certifications

ITIL Foundations