Product Manager, Customer Support
Skills
- 6–8+ years in product management, product operations, or customer experience within SaaS/B2B
- Experience managing and coaching a support/operations team (~5–10 people)
- Strong customer empathy and bias toward scalable product solutions
- Familiarity with support tooling, ticketing systems, and support analytics
- Ability to own feature lifecycle from problem definition to delivery
- Clear, structured communication for technical and non-technical stakeholders
- Comfort operating in ambiguous, high-leverage environments with a strong ownership mindset
Responsibilities
- Own the support experience as a product domain and serve as the internal expert on support-related user journeys
- Translate customer pain points and ticket trends into prioritized product opportunities
- Design and implement scalable support strategies (in-product education, automation, experience tweaks) to reduce ticket volume
- Partner with Customer Support, Product, and Engineering to triage, prioritize, and resolve top support drivers
- Monitor ticket trends, audit responses, and surface recurring friction points into product recommendations
- Track unresolved issues to completion and maintain accountability for feedback loops to internal teams and customers
- Coach and lead a high-performing support team of ~8, reinforcing ownership, empathy, and accountability
Education
- Bachelor’s degree or equivalent experience
- Relevant training or coursework in product management, analytics, or operations preferred
Benefits
- Base salary range $175k–$195k plus stock option grant
- Comprehensive benefits package (medical, dental, vision)
- Remote-first work environment and flexible work arrangements
- 401(k) or retirement plan options
- Paid time off and parental leave
- Professional development and learning opportunities
- Commitment to diversity, equity, and inclusion and reasonable accommodations
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Provide expert, empathetic SaaS product support for Thalamus customers—troubleshooting escalations, driving bug resolution with Product and Engineering, and improving self-service resources.
Lead the ELA product strategy at Kiddom, driving roadmap, state adoption positioning, and digital curriculum innovation to improve student outcomes.
Senior product executive sought to lead a B2B SaaS platform, champion AI-first innovation, and scale a high-performing product organization.
Experienced product managers are needed to audit, calibrate, and improve AI-generated product strategy, roadmaps, and go-to-market plans on a part-time contract basis with a top AI research lab.
Lead product innovation at PrePass, shaping roadmap, prototyping breakthrough features, and bringing next‑generation tolling and fleet safety solutions to market.
Experienced product executive needed to define and lead product strategy for Cengage's Higher Ed business, driving customer outcomes and building a high-performing, outcome-focused product organization in a remote role.
Lead product strategy and roadmap for an early-stage autonomy company, translating customer and market insights into delivered hardware-software solutions for commercial and defense robotics.
Lead product strategy and execution for Experian Mortgage's core credit products, partnering across the business and with external clients to grow revenue and improve customer experience.
Lead product strategy and execution for resiliency and observability tooling at NVIDIA, shaping diagnostics, telemetry, and automated recovery for large-scale accelerated computing platforms.
Lead the multi-year product strategy for a mission-driven K–12 edtech suite, turning educator insights and research into prioritized roadmaps that improve teaching and learning.
American Express is hiring a Senior Manager to lead Expense Management GTM Enablement, defining strategy, metrics, and cross-functional programs to scale expense management across corporate customers.
The Princeton Review is hiring a Senior Technical Product Manager to lead web and product technology initiatives for its academic support portfolio, partnering with marketing, sales, and engineering in a remote capacity.
OP Labs is looking for an experienced Product Manager to own and execute the payments roadmap, launching products and partnerships that accelerate onchain payments adoption across the Optimism ecosystem.
Product Operations Manager needed to streamline product delivery, align cross-functional teams, and drive operational excellence at a fast-moving, remote-first cybersecurity company.
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
