Manager, Product Support
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. But we only include sections that have real specific content. The posting includes "About the Company" and "About the Role" repeated. We need to not repeat job title as heading. We need to include sections: About the role? The posting has "About the Role" repeated same as About the Company. We can include an "About the role" section with content (the description). Also Responsibilities, Qualifications, Required Skills, Preferred Skills. Also Pay range and compensation package (though not specific numbers). The instruction: never create Pay/Schedule/Benefits sections unless posting actually states them. It says "Pay range and compensation package" but no actual numbers; it's just a statement that it's full-time remote etc. It says "Pay range and compensation package" heading but no actual numbers. According to rule: never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD"). The phrase "Pay range and compensation package" is a heading but the content under it is just repeating full-time remote etc. That's not specific pay info. So we should not include Pay section because no actual pay info. Schedule: they gave working hours 10:00 AM to 7:00 PM Eastern Time. That's specific schedule info. So we can include a Schedule section with that. Benefits: not mentioned. So omit Benefits.
We need to use for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We must preserve all substantive information, not invent or summarize away detail. Remove boilerplate etc.
We need to include metadata like "full-time, remote position based in the United States" maybe in About the role paragraph.
We have duplicate content; we should deduplicate.
Let's extract substantive content:
About the Company / About the Role (same): "The organization is seeking a Manager, Product Support to lead its generalist product support team and report directly to the Head of Support. This is a working manager role focused on coaching, establishing quality assurance processes, managing escalations, and implementing a follow-the-sun handoff model. Over the next twelve months, this leader will scale the support model from a 12-hour weekday window to 24-hour weekday coverage across international time zones. This is a full-time, remote position based in the United States. Working hours for this role are 10:00 AM to 7:00 PM Eastern Time."
We can put that in an
About the role
with a .
Responsibilities: list bullet points.
Responsibilities bullet list:
- Manage day-to-day team performance metrics, including first response time, median time to close, ticket volume, and SLA adherence, providing direct coaching to address performance blockers.
- Build and implement a 24-hour weekday coverage model within twelve months, overseeing shift design, staffing calculations, and regional hiring plans in partnership with the Head of Support.
- Establish and execute a formal ticket quality assurance process from scratch, reviewing ticket handling, documentation, and internal notes to guide coaching and operational workflows.
- Define and enforce escalation pathways from generalist support into product verticals and support engineering, ensuring escalations are complete, scoped, and reproducible with clear runbooks and escalation gates.
- Develop and manage an end-to-end follow-the-sun handoff system to transition open tickets across active shifts and time zones seamlessly.
- Manage hiring, onboarding, and ongoing career development for generalist support team members, creating clear progression paths toward senior levels, product verticals, or support engineering.
- Partner with recruiting to hire and onboard team members across the United States, London, and Seoul, driving rapid productivity in a distributed environment.
- Advocate for customer needs within the broader Engineering, Product, and Design teams by highlighting recurring queue patterns to inform product roadmaps.
- Maintain hands-on engagement by answering support tickets and handling escalations when required by queue volume.
Qualifications: list bullet points.
Qualifications bullet list:
- 5+ years of experience in customer, product, or technical support.
- Proven experience managing a distributed team across time zones, including designing or running shift models and handling coverage transitions.
- Demonstrated track record of building operational processes from scratch, such as QA rubrics, escalation runbooks, and onboarding frameworks.
- Fluency in support analytics and metrics, including first response time, time to close, backlog volume, CSAT, and SLA adherence, with the ability to interpret trends and implement action plans.
- Hands-on experience working in a high-growth startup environment.
- Strong communication and problem-solving skills, with a focus on guiding customers through complex issues.
- Demonstrated ability to operate with a collaborative, team-first approach.
- Strong bias toward action, with experience owning projects end-to-end with minimal supervision.
- Availability and willingness to work regular hours of 10:00 AM to 7:00 PM Eastern Time.
Required Skills: list bullet points (similar to qualifications but maybe less detail). We'll include as Skills section? The instruction: Use headings Skills. We have Required Skills and Preferred Skills. We could combine into Skills section with subheadings? But we only have
for section headings; we could have Skills heading and then separate sub-sections? Not specified. Probably better to have Skills section with two sub-sections? But we only allowed headings . Could have Required Skills
and Preferred Skills
. That seems okay as they are headings. The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It lists Skills as a possible heading. It didn't forbid subheadings. We'll treat Required Skills and Preferred Skills as separate headings . That seems fine.
Required Skills bullet list:
- Experience in customer, product, or technical support.
- Experience managing a distributed team across time zones.
- Experience building operational processes from scratch.
- Fluency in support analytics and metrics.
- Hands-on experience working in a high-growth startup environment.
- Strong communication and problem-solving skills.
- Ability to operate with a collaborative, team-first approach.
- Strong bias toward action and end-to-end project ownership.
- Availability and willingness to work regular hours of 10:00 AM to 7:00 PM Eastern Time.
Preferred Skills bullet list:
- Experience supporting audit, accounting, or professional services organizations.
- Hands-on familiarity with Intercom, Shortcut or Jira, and Metabase.
- Experience recruiting and hiring talent in the United Kingdom or the APAC region.
- Experience deploying AI-assisted triage tools within a customer support queue.
Schedule: we have working hours 10:00 AM to 7:00 PM Eastern Time. Provide as
maybe.
We should not repeat the same info multiple times. The About the role paragraph already includes working hours; we could still include Schedule section but it's redundant. However instruction: preserve ALL substantive information; do not invent or summarize away detail. If we include both About the role and Schedule, we would be duplicating the working hours info. That's okay as it's preserving detail, not summarizing away. But we could avoid duplication by not repeating in About the role? But About the role includes it; we could keep it there and still have Schedule section referencing same info; it's duplication but not invented. It's okay.
But we might consider removing the working hours from About the role to avoid duplication? The instruction says preserve ALL substantive information; removing it would be losing detail. So we need to keep it somewhere. If we keep it in About the role and also in Schedule, we are preserving it twice, not losing. That's acceptable.
Now we need to output only HTML fragment, no /, no markdown fences.
Let's construct:
About the role
The organization is seeking a Manager, Product Support to lead its generalist product support team and report directly to the Head of Support. This is a working manager role focused on coaching, establishing quality assurance processes, managing escalations, and implementing a follow-the-sun handoff model. Over the next twelve months, this leader will scale the support model from a 12-hour weekday window to 24-hour weekday coverage across international time zones. This is a full-time, remote position based in the United States. Working hours for this role are 10:00 AM to 7:00 PM Eastern Time.
Responsibilities
- Manage day-to-day team performance metrics, including first response time, median time to close, ticket volume, and SLA adherence, providing direct coaching to address performance blockers.
- Build and implement a 24-hour weekday coverage model within twelve months, overseeing shift design, staffing calculations, and regional hiring plans in partnership with the Head of Support.
- Establish and execute a formal ticket quality assurance process from scratch, reviewing ticket handling, documentation, and internal notes to guide coaching and operational workflows.
- Define and enforce escalation pathways from generalist support into product verticals and support engineering, ensuring escalations are complete, scoped, and reproducible with clear runbooks and escalation gates.
- Develop and manage an end-to-end follow-the-sun handoff system to transition open tickets across active shifts and time zones seamlessly.
- Manage hiring, onboarding, and ongoing career development for generalist support team members, creating clear progression paths toward senior levels, product verticals, or support engineering.
- Partner with recruiting to hire and onboard team members across the United States, London, and Seoul, driving rapid productivity in a distributed environment.
- Advocate for customer needs within the broader Engineering, Product, and Design teams by highlighting recurring queue patterns to inform product roadmaps.
- Maintain hands-on engagement by answering support tickets and handling escalations when required by queue volume.
Qualifications
- 5+ years of experience in customer, product, or technical support.
- Proven experience managing a distributed team across time zones, including designing or running shift models and handling coverage transitions.
- Demonstrated track record of building operational processes from scratch, such as QA rubrics, escalation runbooks, and onboarding frameworks.
- Fluency in support analytics and metrics, including first response time, time to close, backlog volume, CSAT, and SLA adherence, with the ability to interpret trends and implement action plans.
- Hands-on experience working in a high-growth startup environment.
- Strong communication and problem-solving skills, with a focus on guiding customers through complex issues.
- Demonstrated ability to operate with a collaborative, team-first approach.
- Strong bias toward action, with experience owning projects end-to-end with minimal supervision.
- Availability and willingness to work regular hours of 10:00 AM to 7:00 PM Eastern Time.
Required Skills
- Experience in customer, product, or technical support.
- Experience managing a distributed team across time zones.
- Experience building operational processes from scratch.
- Fluency in support analytics and metrics.
- Hands-on experience working in a high-growth startup environment.
- Strong communication and problem-solving skills.
- Ability to operate with a collaborative, team-first approach.
- Strong bias toward action and end-to-end project ownership.
- Availability and willingness to work regular hours of 10:00 AM to 7:00 PM Eastern Time.
Preferred Skills
- Experience supporting audit, accounting, or professional services organizations
- for any list of duties/requirements/benefits. Use
for prose. We must preserve all substantive information, not invent or summarize away detail. Remove boilerplate etc. We need to include metadata like "full-time, remote position based in the United States" maybe in About the role paragraph. We have duplicate content; we should deduplicate. Let's extract substantive content: About the Company / About the Role (same): "The organization is seeking a Manager, Product Support to lead its generalist product support team and report directly to the Head of Support. This is a working manager role focused on coaching, establishing quality assurance processes, managing escalations, and implementing a follow-the-sun handoff model. Over the next twelve months, this leader will scale the support model from a 12-hour weekday window to 24-hour weekday coverage across international time zones. This is a full-time, remote position based in the United States. Working hours for this role are 10:00 AM to 7:00 PM Eastern Time." We can put that in an
About the role
with a. Responsibilities: list bullet points. Responsibilities bullet list: - Manage day-to-day team performance metrics, including first response time, median time to close, ticket volume, and SLA adherence, providing direct coaching to address performance blockers. - Build and implement a 24-hour weekday coverage model within twelve months, overseeing shift design, staffing calculations, and regional hiring plans in partnership with the Head of Support. - Establish and execute a formal ticket quality assurance process from scratch, reviewing ticket handling, documentation, and internal notes to guide coaching and operational workflows. - Define and enforce escalation pathways from generalist support into product verticals and support engineering, ensuring escalations are complete, scoped, and reproducible with clear runbooks and escalation gates. - Develop and manage an end-to-end follow-the-sun handoff system to transition open tickets across active shifts and time zones seamlessly. - Manage hiring, onboarding, and ongoing career development for generalist support team members, creating clear progression paths toward senior levels, product verticals, or support engineering. - Partner with recruiting to hire and onboard team members across the United States, London, and Seoul, driving rapid productivity in a distributed environment. - Advocate for customer needs within the broader Engineering, Product, and Design teams by highlighting recurring queue patterns to inform product roadmaps. - Maintain hands-on engagement by answering support tickets and handling escalations when required by queue volume. Qualifications: list bullet points. Qualifications bullet list: - 5+ years of experience in customer, product, or technical support. - Proven experience managing a distributed team across time zones, including designing or running shift models and handling coverage transitions. - Demonstrated track record of building operational processes from scratch, such as QA rubrics, escalation runbooks, and onboarding frameworks. - Fluency in support analytics and metrics, including first response time, time to close, backlog volume, CSAT, and SLA adherence, with the ability to interpret trends and implement action plans. - Hands-on experience working in a high-growth startup environment. - Strong communication and problem-solving skills, with a focus on guiding customers through complex issues. - Demonstrated ability to operate with a collaborative, team-first approach. - Strong bias toward action, with experience owning projects end-to-end with minimal supervision. - Availability and willingness to work regular hours of 10:00 AM to 7:00 PM Eastern Time. Required Skills: list bullet points (similar to qualifications but maybe less detail). We'll include as Skills section? The instruction: Use headings Skills. We have Required Skills and Preferred Skills. We could combine into Skills section with subheadings? But we only have
for section headings; we could have Skills heading and then separate sub-sections? Not specified. Probably better to have Skills section with two sub-sections? But we only allowed headings
. Could have
Required Skills
andPreferred Skills
. That seems okay as they are headings. The instruction: usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It lists Skills as a possible heading. It didn't forbid subheadings. We'll treat Required Skills and Preferred Skills as separate headings
. That seems fine. Required Skills bullet list: - Experience in customer, product, or technical support. - Experience managing a distributed team across time zones. - Experience building operational processes from scratch. - Fluency in support analytics and metrics. - Hands-on experience working in a high-growth startup environment. - Strong communication and problem-solving skills. - Ability to operate with a collaborative, team-first approach. - Strong bias toward action and end-to-end project ownership. - Availability and willingness to work regular hours of 10:00 AM to 7:00 PM Eastern Time. Preferred Skills bullet list: - Experience supporting audit, accounting, or professional services organizations. - Hands-on familiarity with Intercom, Shortcut or Jira, and Metabase. - Experience recruiting and hiring talent in the United Kingdom or the APAC region. - Experience deploying AI-assisted triage tools within a customer support queue. Schedule: we have working hours 10:00 AM to 7:00 PM Eastern Time. Provide as
maybe. We should not repeat the same info multiple times. The About the role paragraph already includes working hours; we could still include Schedule section but it's redundant. However instruction: preserve ALL substantive information; do not invent or summarize away detail. If we include both About the role and Schedule, we would be duplicating the working hours info. That's okay as it's preserving detail, not summarizing away. But we could avoid duplication by not repeating in About the role? But About the role includes it; we could keep it there and still have Schedule section referencing same info; it's duplication but not invented. It's okay. But we might consider removing the working hours from About the role to avoid duplication? The instruction says preserve ALL substantive information; removing it would be losing detail. So we need to keep it somewhere. If we keep it in About the role and also in Schedule, we are preserving it twice, not losing. That's acceptable. Now we need to output only HTML fragment, no /, no markdown fences. Let's construct:
About the role
The organization is seeking a Manager, Product Support to lead its generalist product support team and report directly to the Head of Support. This is a working manager role focused on coaching, establishing quality assurance processes, managing escalations, and implementing a follow-the-sun handoff model. Over the next twelve months, this leader will scale the support model from a 12-hour weekday window to 24-hour weekday coverage across international time zones. This is a full-time, remote position based in the United States. Working hours for this role are 10:00 AM to 7:00 PM Eastern Time.
Responsibilities
- Manage day-to-day team performance metrics, including first response time, median time to close, ticket volume, and SLA adherence, providing direct coaching to address performance blockers.
- Build and implement a 24-hour weekday coverage model within twelve months, overseeing shift design, staffing calculations, and regional hiring plans in partnership with the Head of Support.
- Establish and execute a formal ticket quality assurance process from scratch, reviewing ticket handling, documentation, and internal notes to guide coaching and operational workflows.
- Define and enforce escalation pathways from generalist support into product verticals and support engineering, ensuring escalations are complete, scoped, and reproducible with clear runbooks and escalation gates.
- Develop and manage an end-to-end follow-the-sun handoff system to transition open tickets across active shifts and time zones seamlessly.
- Manage hiring, onboarding, and ongoing career development for generalist support team members, creating clear progression paths toward senior levels, product verticals, or support engineering.
- Partner with recruiting to hire and onboard team members across the United States, London, and Seoul, driving rapid productivity in a distributed environment.
- Advocate for customer needs within the broader Engineering, Product, and Design teams by highlighting recurring queue patterns to inform product roadmaps.
- Maintain hands-on engagement by answering support tickets and handling escalations when required by queue volume.
Qualifications
- 5+ years of experience in customer, product, or technical support.
- Proven experience managing a distributed team across time zones, including designing or running shift models and handling coverage transitions.
- Demonstrated track record of building operational processes from scratch, such as QA rubrics, escalation runbooks, and onboarding frameworks.
- Fluency in support analytics and metrics, including first response time, time to close, backlog volume, CSAT, and SLA adherence, with the ability to interpret trends and implement action plans.
- Hands-on experience working in a high-growth startup environment.
- Strong communication and problem-solving skills, with a focus on guiding customers through complex issues.
- Demonstrated ability to operate with a collaborative, team-first approach.
- Strong bias toward action, with experience owning projects end-to-end with minimal supervision.
- Availability and willingness to work regular hours of 10:00 AM to 7:00 PM Eastern Time.
Required Skills
- Experience in customer, product, or technical support.
- Experience managing a distributed team across time zones.
- Experience building operational processes from scratch.
- Fluency in support analytics and metrics.
- Hands-on experience working in a high-growth startup environment.
- Strong communication and problem-solving skills.
- Ability to operate with a collaborative, team-first approach.
- Strong bias toward action and end-to-end project ownership.
- Availability and willingness to work regular hours of 10:00 AM to 7:00 PM Eastern Time.
Preferred Skills
- Experience supporting audit, accounting, or professional services organizations