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Job Description
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As Manager, Product Support, you’ll lead a team of Product Support Specialists, providing coaching, setting priorities, and ensuring our clients receive fast, thoughtful help.
You’ll work hands-on with a product that blends hardware and software, so you’ll learn it inside and out. You’ll also have real room to shape how the team works, from turning daily firefighting into better processes to helping roll out new AI tools, and report to our VP, Product Support.
What you’ll do
Team Leadership & Coaching
- Lead, coach, and mentor Product Support Specialists, with daily guidance and regular feedback
- Track individual and team performance metrics and turn them into coaching
- Build and manage schedules for coverage across time zones
- Run regular QA reviews and drive quality improvements
Operational Support
- Own the queue in Salesforce Service Cloud: triage, prioritize, and resolve client requests, bug reports, and implementation support
- Handle inbound and outbound client calls and serve as the escalation point for complex or high-priority issues
- Oversee hardware support from start to finish: troubleshooting devices, ordering replacements, scheduling and guiding third-party installers, validating installs, and closing out tickets
- Spot trends and raise them with Customer Success, Product, and leadership
Process & Innovation
- Keep SOPs and support documentation current, and fix processes that aren’t working
- Use AI tools and dashboards to speed up investigations, and help shape our AI-powered support
About you
- 6+ years in technical or product support, ideally B2B SaaS or a startup, including 2+ years leading or managing people
- Proven coaching and mentoring skills
- Hands-on experience with Salesforce Service Cloud or a similar ticketing system
- Strong spoken and written English, and comfort on the phone with non-technical clients
- Comfortable with ambiguity, with a passion for process improvement and customer satisfaction
- A plus: hardware or device support experience, and experience building with AI tools
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Inspiren
View Company ProfileInspiren is a forward-thinking technology company that is revolutionizing the way organizations approach innovation and digital transformation. With a strong focus on empowering businesses to achieve their full potential, Inspiren offers a wide range of cutting-edge solutions and services designed to drive growth, improve efficiency, and foster a culture of continuous improvement. From strategic consulting to technology implementation, Inspiren's team of experts works closely with clients to understand their unique needs and develop tailored solutions that meet their specific goals and objectives. With a commitment to excellence and a passion for innovation, Inspiren is dedicated to helping businesses succeed in an increasingly complex and competitive landscape. Whether it's leveraging the power of artificial intelligence, harnessing the potential of data analytics, or navigating the complexities of cybersecurity, Inspiren is the trusted partner of choice for organizations seeking to stay ahead of the curve and achieve long-term success.
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