Senior Manager, Product Support

Summary

Join TouchBistro as a Senior Manager, Product Support and lead our Product Support and Call Center teams. Drive operational excellence, structured coaching, and data-driven performance management. Build and refine scalable processes, coaching programs, and performance models to ensure world-class customer service. Optimize workforce management, quality assurance, and escalation handling. Foster a culture of continuous improvement and accountability. Shape the future of customer support operations, ensuring exceptional customer experiences while maintaining efficiency and operational discipline. Lead and coach a remote team, building a culture of ownership, impact, and customer-first thinking.

Requirements

• 10+ years of leadership experience in customer support or contact center operations, ideally within SaaS or B2B environments
• A proven track record of building and coaching high-performing, remote-first teams
• Deep knowledge of contact center operations—think FCR, CSAT, AHT, occupancy, and all the acronyms in between
• Experience building and running structured QA, coaching, and performance management programs at scale
• Strong command of support platforms like Zendesk, Salesforce, or similar, and a data-driven approach to decision-making
• Clear, confident communication—especially when it comes to guiding teams through change, complexity, or ambiguity

Responsibilities

• Lead and coach a remote team of frontline support professionals and team leads, building a culture of ownership, impact, and customer-first thinking
• Develop structured coaching programs and performance models that raise the bar for service quality, CSAT, and overall team effectiveness
• Drive operational excellence by implementing scalable, data-informed processes that optimize response times, resolution speed, and service-level targets
• Champion workforce optimization by balancing real-time support coverage with longer-term planning across multiple shifts and geographies
• Level up our quality assurance and performance routines , bringing clarity and consistency to huddles, 1:1s, and team check-ins
• Use KPIs to lead , not lag—establishing a culture where data informs decisions and wins are measured in both customer satisfaction and team growth
• Own escalations end-to-end , collaborating with Product, Engineering, and Operations to solve complex customer challenges and share feedback that drives product evolution

Preferred Qualifications

• Experience managing 24/7 support operations across time zones
• Familiarity with AI-driven support tooling or self-service automation strategies
• A background in scaling support teams through rapid growth or startup-to-scale-up transitions

Benefits

• Generous Time Off Program
• Health, Dental, and Vision Benefits
• Flexible Health and Wellness Plan
• Parental Leave & top up
• Employee Assistance Program
• Professional Development
• Volunteer Program
• Monthly Lunches