Manager, Product Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $110k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

👻 Ghost score 0%

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Ellevation Education

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

📚 Education

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

Ellevation Education is a company dedicated to improving outcomes for English learners (ELs) through informed instructional decisions and tailored professional development. The company provides a platform that integrates real-time student data with essential tasks such as progress monitoring and reporting, empowering educators to make impactful instructional decisions. Ellevation Education offers products like the Ellevation Platform and Ellevation Strategies to streamline workflows and support educators. Proudly serving over 50% of EL students in 1,700+ school districts across the nation, Ellevation is committed to educational equity. The company aims to empower educators to drive meaningful change in classrooms and improve the effectiveness of English learner programs.

📋 Description

• Lead and grow Ellevation's Product Support team, including full-time team members and part-time associates • Establish team expectations, SLAs, performance goals, and ticket-handling standards • Monitor and analyze support metrics such as assignment time, resolution time, ticket volume, product and feature trends, and partner satisfaction • Own and optimize the Zendesk instance, including macros, triggers, views, automations, and workflows • Drive operational and process improvements based on support trends, team feedback, and partner needs • Develop learning and growth opportunities and lead onboarding and training for new team members • Scale support operations by improving processes, tooling, and self-service resources • Partner with Digital Success to develop asynchronous resources for common partner questions • Communicate support trends, ticket volume, resolution times, emerging issues, and insights to stakeholders • Partner with Customer Success, Data, Product, and Engineering to improve shared processes and workflows • Oversee identification, documentation, tracking, escalation, and communication of product bugs • Lead Maintenance Triage meetings and coordinate follow-up across Customer Success, Product, and Engineering • Own escalation and communications for major product incidents across Intercom, Slack, and other customer-facing channels • Represent partner-facing teams in DevPro post-incident meetings and improve incident response processes

🎯 Requirements

• Bachelor's degree or equivalent practical experience • 5+ years of experience in a customer or technical support environment • Experience supporting ed-tech, SaaS, or K–12 education technology products is a plus • 2+ years directly managing or leading a support, help desk, or other customer-facing team • Experience owning and optimizing a ticketing platform such as Zendesk, including macros, triggers, views, and automations • Track record of using support metrics including SLA adherence, resolution time, ticket volume, and partner satisfaction to guide decisions and improve team performance • Experience partnering across Product, Engineering, and Customer Success, including leading structured meetings such as bug triage or incident reviews • Strong written and verbal communication skills, with ability to translate technical issues for non-technical audiences and calibrate messaging for partners, leadership, and internal teams • Comfortable creating processes, documentation, and self-service resources • Demonstrated ability to coach, develop, and retain a high-performing, diverse team • Comfort operating in ambiguity and leading a team through change