MANAGER, PRODUCT SUPPORT

SOCi, the marketing platform for multi-location brands, is currently looking for a Manager, Product Support to oversee the day-to-day activities of the SOCi Product Support team, which is part of the broader SOCi Customer Success organization. This team is responsible for providing enterprise-level application support to customers and partners, driving complete resolution to complex issues across all support channels. All support interactions are measured against specific KPIs established by SOCi. The ideal candidate will be a dynamic leader who is flexible, detail-oriented, highly skilled at working with customers and cross-functional teams, and has a demonstrated track record of successfully leading support teams.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Oversee the day-to-day activities of the Product Support Specialist team, ensuring they are effective with their time, follow-up, and task management.

• Lead and motivate a team of Product Support Specialists to achieve performance targets and deliver exceptional customer service.

• Monitor and manage team KPIs, proactively identifying performance gaps and implementing strategies to address them.

• Serve as the primary escalation point for complex Tier 1 and Tier 2 platform issues, demonstrating effective problem-solving and conflict resolution skills.

• Conduct regular 1:1 meetings with direct reports to provide coaching, constructive feedback, and individual goal-setting.

• Conduct regular performance evaluations and provide ongoing development opportunities to team members, fostering continuous improvement and skill enhancement.

• Own team ticket queue and backlog management efforts, ensuring Zendesk and JIRA workflows are consistently followed and internal systems accurately reflect correct information.

• Enforce JIRA workflow adherence across the team, ensuring tickets are properly categorized, prioritized, and progressed in alignment with support process standards.

• Monitor team coverage and attendance, including coordinating time-off schedules to ensure proper staffing is maintained during SOCi work hours.

• Serve as a connector across the broader support organization and other CS teams, helping align priorities and surface cross-team dependencies.

• Foster a positive team culture and promote a customer-centric mindset among all team members.

• Interview Product Support team candidates and lead onboarding and ongoing enablement for new hires on customer success software tools and SOCi platform.

• Partner closely with the US CS leadership team and cross-functional department managers, providing regular reporting on team performance, productivity, and customer insights.

• Collaborate with cross-functional teams — including Implementation, Product, Engineering, Listings Support, and Sales — to address customer needs, resolve issues, and drive process and product improvements.

• Actively contribute to our technical knowledge base, online help documentation, and internal training content.

• Ensure the team maintains or exceeds established service levels and productivity standards.

• Analyze tickets and identify trends to surface potential areas of improvement and develop actionable insights to drive process optimization and operational excellence.

• Participate in on-call support rotation as needed.

• Take on special projects and other duties as assigned.

• Bachelor's Degree or equivalent education

• Proven work experience as a team leader or supervisor in a customer support or technical support environment

• 5+  years of direct, verifiable customer support experience in a fast-paced environment — preferably with an enterprise SaaS provider

• Hands-on experience with Zendesk and JIRA, including queue management, workflow configuration, and reporting

• Exceptional communication skills, both written and verbal

• Strong interpersonal skills and proven success in cross-functional collaboration

• Ability to develop and maintain expert-level mastery of SOCi products and integrations

• Excellent problem-solving, critical thinking, and analytical skills

• Strong organizational and time management skills, with the ability to multitask and prioritize effectively

• Desire to focus on customer satisfaction and willingness to be its internal advocate

• The ability to self-direct as circumstances change and priorities shift based on organizational needs, without constant micromanagement

• Proactive problem-solving mindset and a customer-centric approach

• Quick learner; able to learn new technologies as needed

• Ability to work effectively cross-functionally with Product, Sales, and Customer Success

• Willingness to adapt to changes in the job description as the business requires

• • Familiarity with CRM systems and data analysis software

  • Experience working in a multi-product or multi-team support environment

  • Analytical mindset with the ability to leverage data to drive decision-making and process improvements