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About the role
- Product Support Manager overseeing technical support operations for Relativity's legal tech products. Responsible for team management, ticket resolution, and collaboration with cross-functional departments.
Responsibilities
- Oversee team response to customer incidents and requests on a daily basis, ensuring tickets are managed and processed in alignment with established policies and procedures
- Monitor and report on support performance, ensuring timely updates to tickets and that service level objectives are met
- Collaborate with cross-functional teams, including Product and Engineering, to address technical issues and improve the product based on customer feedback
- Proactively monitor staff availability to ensure service levels are met as they provide complex responsive support
- Manage and develop the support team, coaching team members to expand their technical skill sets and ensure alignment with department goals
- Provide direction and apply company policies to broader team(s) or sub-department, ensuring adherence to procedures and standards
- Track team progress on daily tasks and projects, ensuring timely completion with attention to quality and customer satisfaction
- Act as a point of contact for complex, escalated support issues, offering guidance and resolution to both internal teams and customers
Requirements
- At least three years of experience leading or managing a team or department in a technical support environment
- Experience managing technical support teams and collaborating with Product and Engineering departments to resolve product issues
- Strong technical background, with a deep understanding of SaaS products and technical troubleshooting
- Experience working with support tools (e.g., Salesforce, Jira) and managing ticket queues in a high-volume environment
- Experience in coaching and mentoring teams, with a focus on developing both technical and product knowledge
- Client-focused with the ability to understand and meet customer expectations
- Excellent communication skills, both written and verbal
- Experience with Relativity is a plus, but not necessary
- eDiscovery knowledge and industry experience are a plus, but not necessary
- Experience with ITIL standards and best practices is a plus.
Benefits
- Competitive base salary
- Annual performance bonus
- Long-term incentives
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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