Director, Product Support

Summary

Join Neostella as the Director of Product Support and lead our multi-tiered product support function, ensuring best-in-class service delivery. You will oversee Tier 1 and Tier 2 support teams, managing people, processes, and tools for efficient and customer-focused resolutions. This critical role aligns support operations with our product roadmap, customer experience goals, and company growth strategy, especially within the legal technology domain. You will define and optimize support workflows, collaborate cross-functionally, implement KPIs, and foster a culture of continuous learning. The position requires leading incident management, representing the customer's voice, and managing support backlogs. Success in this role demands strong leadership, technical proficiency, and a customer-first mindset.

Requirements

• 8+ years of experience in product or technical support, with at least 3+ years in a leadership role managing multi-tiered support teams
• Proven track record of scaling support operations in a B2B SaaS, enterprise software, or legal tech environment
• Strong understanding of support best practices, including ITIL framework, incident response, and escalation workflows
• Experience working closely with product and engineering teams on issue resolution, product releases, and support readiness
• Excellent people leadership skills with the ability to coach, motivate, and develop cross-functional support teams
• Proficiency with support tools (e.g., Zendesk, Salesforce Service Cloud, Jira, Confluence, etc.) and support analytics/reporting
• Customer-first mindset with a passion for delivering exceptional support experiences
• Strong communication, problem-solving, and organizational skills
• Bachelor's degree in Business, Computer Science, Information Systems, or a related field; technical certifications or MBA a plus

Responsibilities

• Lead and develop a high-performing product support organization, overseeing Tier 1 and Tier 2 teams to ensure operational excellence, scalability, and alignment with business goals
• Define and optimize support workflows, SLAs, and escalation procedures that promote fast, accurate, and empathetic resolution of customer issues
• Collaborate cross-functionally with Product, Engineering, Customer Success, and QA teams to identify root causes, drive product improvements, and proactively address customer pain points
• Implement and maintain KPIs, dashboards, and reporting to measure team performance, customer satisfaction (CSAT, NPS), and operational efficiency
• Foster a culture of continuous learning and improvement by mentoring team leads, building career paths, and supporting ongoing training and knowledge management initiatives
• Drive the adoption of support technologies, including ticketing systems (e.g., Zendesk, Freshdesk), knowledge bases, automation tools, and chatbots
• Ensure 24/7 or follow-the-sun support coverage strategies (as applicable), with clear handoff processes and communication standards
• Own the customer incident management process, including communication protocols for high-impact issues and post-mortem reviews
• Partner with Product and Engineering to represent the “voice of the customer” and advocate for supportability in product design
• Monitor and manage support backlog, ensuring timely response and resolution in accordance with contractual obligations and service levels

Preferred Qualifications

• Experience in a legal technology or compliance-driven SaaS company
• Familiarity with data security and compliance standards (e.g., SOC 2, GDPR, HIPAA) as they relate to support processes
• Experience with global support models and multi-region team structures

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Paid Time Off (Vacation & Holidays)
• Training & Development
• Work From Home
• Travel Bonus
• Maternity & Paternal Leave