Hybrid Product Support Manager

at Cloudforce

• Job title: Product Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $90,000 - $120,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, National Harbor, United States

About the role

• Product Support Manager overseeing operations of nebulaONE AI product support team. Driving process excellence and providing hands-on support to ensure exceptional customer service.

Responsibilities

• Oversee daily operations of the nebulaONE product support team, ensuring exceptional customer service to end-users.
• Ensure the support team meets or exceeds internal and external Service Level Agreements (SLAs), such as first response time, resolution time, and customer satisfaction scores.
• Maintain accurate records; analyze support metrics and trends to generate actionable reports and recommendations for improvement of nebulaONE Service Desk activities.
• Create procedures and policies, including correct categorization/statuses, tagging, and association of development tickets as warranted and then provide accountability to ensure adherence.
• Manage incident response for product outages, deprecations, or major issues, communicating clearly with impacted stakeholders and customers.
• Oversee and direct development of the Service Desk Platform to continually improve customer experience.
• Lead, mentor, and develop support team members through coaching, training, and performance management.
• Support onboarding of new customers by providing guidance and education to ensure successful adoption of nebulaONE and utilization of the Service Desk Platform.
• Design and implement support processes and best practices to enhance customer satisfaction and operational efficiency.
• Collaborate with product teams to provide feedback on product features, usability, and bugs based on customer interactions.
• Act as the primary escalation point for complex or high-impact product issues, coordinating cross-functionally with engineering, product management, and customer success.
• Collaborate with other teams to identify and resolve recurring issues and implement solutions to improve nebulaONE Service Desk processes and procedures.
• Develop and maintain the nebulaONE knowledge base and documentation, ensuring team members have access to up-to-date information.
• Act as a representative of Cloudforce and nebulaONE by engaging in client-facing activities, including Quarterly Business Reviews, business development opportunities, demos, and more.
• Stay up to date with the latest technology trends and developments to ensure the nebulaONE Support Desk provides the best possible experience to end-users.
• Perform other duties, as assigned.

Requirements

• Bachelor’s degree in a related field or equivalent practical experience.
• Proven experience managing support teams in a SaaS or enterprise software environment.
• Excellent leadership, communication, and interpersonal skills.
• Analytical mindset with experience in support metrics, reporting, and continuous process improvement.
• Familiarity with support ticketing systems, knowledge base tools, and workflow automation.
• Ability to work collaboratively across technical and non-technical teams.
• Preferred understanding of nebulaONE platform features, administration, and troubleshooting.

Benefits

• 401K savings plan and education reimbursement
• Ultra-modern gym with Tonal and Peloton
• Super cutting-edge technology
• State-of-the-art workspace
• Community involvement
• Great team synergy
• Friday afternoon shenanigans
• A kitchen stocked with free snacks
• Getting rewarded just for learning new things
• Super fun location with restaurants, shops, and more
• Seeing your input and suggestions heard and implemented
• Free monthly garage parking with direct private access to the office
• Brand-new, sun-filled National Harbor offices with scenic views of the Potomac
• Scenic walking paths along the Potomac for getting some fresh air and think time
• Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents.
• Paid parental leave, including adoption and foster care placement.
• PTO starting at 15 days during your first two years of employment, 20 days in years 2 through 4, and 25 days thereafter (+ incentive opportunities to earn more PTO!).
• 9 company-observed holidays + 2 more floating holidays to cover additional observed holidays or for use as extra PTO.
• And more!