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Manager of Product & Customer Support

CompraTica Empleos

EMP:Customer Service
USA
Tiempo Completo
Remoto
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Osano: Osano is an innovative B-Corporation built around a simple belief: privacy is a fundamental right

Since day one, we’ve been focused on giving modern enterprises the ability to innovate quickly, stay competitive, and earn customer trust by respecting data privacy and complying with consent guidelines.

Our products help organizations operate confidently in a rapidly evolving regulatory and technological landscape.

About the Role: We’re looking for a Manager of Product & Customer Support to lead and scale our support function as we grow.

This role is both strategic and hands-on—you’ll act as a player-coach, leading a small but high-impact team, managing the support system, and directly engaging in tickets, escalations, and technical troubleshooting.

You’ll be responsible for building the systems, processes, and tooling that allow Support to scale efficiently—without simply adding headcount—while ensuring a high-quality customer experience.

This position is ideal for someone who thrives in fast-paced SaaS environments, enjoys solving complex technical problems, and is energized by building structure where it doesn’t yet exist.

Responsabilidades

: Support Operations & Scaling Own and manage the support ticket queue and day-to-day operations Define, track, and improve key support KPIs (FRT, CSAT, resolution time, backlog) Build scalable processes and workflows to support growth without increasing headcount Identify and implement automation across triage, routing, and resolution Technical Troubleshooting & Escalation Act as a senior escalation point for complex technical issues Diagnose front-end, browser, and integration-related issues Support API troubleshooting and technical debugging Design and improve escalation workflows across Support, Product, and Engineering Tooling & Systems (DevRev Ownership) Lead implementation and optimization of DevRev (or similar tools) Build dashboards, reporting, and operational visibility into support performance Continuous...

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