Product Support Manager

🔥 21 hours ago

🇮🇩 Indonesia – Remote

💵 Rp500M - Rp700M / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Inspiren

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🛍️ eCommerce

eCommerce

Inspiren is an online, product-focused website or brand. The provided site CSS and component names (product-card, c-product-description, product images, slider, marquee, about-hero, product-card animations) indicate a product-driven storefront and promotional marketing content typical of an e-commerce presence. The available data does not specify particular products, target customers, or business model beyond the site layout and UI behaviors.

📋 Description

• Lead, coach, and mentor Product Support Specialists with daily guidance and regular feedback • Track individual and team performance metrics and turn them into coaching • Build and manage schedules for coverage across time zones • Run regular QA reviews and drive quality improvements • Own the queue in Salesforce Service Cloud: triage, prioritize, and resolve client requests, bug reports, and implementation support • Handle inbound and outbound client calls • Serve as the escalation point for complex or high-priority issues • Oversee hardware support from troubleshooting devices through ordering replacements, scheduling and guiding third-party installers, validating installs, and closing tickets • Spot trends and raise them with Customer Success, Product, and leadership • Keep SOPs and support documentation current • Fix processes that are not working • Use AI tools and dashboards to speed up investigations • Help shape AI-powered support • Report to the VP, Product Support

🎯 Requirements

• 6+ years in technical or product support, ideally B2B SaaS or a startup • 2+ years leading or managing people • Proven coaching and mentoring skills • Hands-on experience with Salesforce Service Cloud or a similar ticketing system • Strong spoken and written English • Comfort on the phone with non-technical clients • Comfortable with ambiguity • Passion for process improvement and customer satisfaction • Hardware or device support experience is a plus • Experience building with AI tools is a plus

🏖️ Benefits

• Variable compensation where applicable • Equity • Semiannual reviews recognizing contributions and supporting continued development • Access to leading AI tools • Company-wide AI training • For U.S.-based employees: comprehensive medical, dental, and vision coverage • For U.S.-based employees: mental-health resources and employee-assistance programs • For U.S.-based employees: 401(k) retirement plan • For U.S.-based employees: HSA and FSA options • For U.S.-based employees: company-paid life and disability insurance • For U.S.-based employees: flexible PTO • For U.S.-based employees: five paid sick days annually • For U.S.-based employees: company-observed holidays • For U.S.-based employees: company-wide recharge periods • For U.S.-based employees: up to 12 weeks of paid parental leave • For U.S.-based employees: additional leave for birthing parents • For U.S.-based employees: fertility and family-building benefits • For U.S.-based employees: paid caregiver and bereavement leave • Hybrid and remote arrangements based on role and location • Home-office, internet, or phone reimbursement where applicable