Manager, Customer Product Support

About Osano:

Osano is an innovative B-Corporation built around a simple belief: privacy is a fundamental right. Since day one, we’ve been focused on giving modern enterprises the ability to innovate quickly, stay competitive, and earn customer trust by respecting data privacy and complying with consent guidelines. Our products help organizations operate confidently in a rapidly evolving regulatory and technological landscape.

 

About the Role:

We’re looking for a Manager, Customer Product Support to lead and scale our support function as we grow.

This role is both strategic and hands-on—you’ll act as a player-coach, leading a small but high-impact team, managing the support system, and directly engaging in tickets, escalations, and technical troubleshooting.

You’ll be responsible for building the systems, processes, and tooling that allow Support to scale efficiently—without simply adding headcount—while ensuring a high-quality customer experience.

This position is ideal for someone who thrives in fast-paced SaaS environments, enjoys solving complex technical problems, and is energized by building structure where it doesn’t yet exist.

 

Responsibilities:

Support Operations & Scaling

• Own and manage the support ticket queue and day-to-day operations
• Define, track, and improve key support KPIs (FRT, CSAT, resolution time, backlog)
• Build scalable processes and workflows to support growth without increasing headcount
• Identify and implement automation across triage, routing, and resolution

Technical Troubleshooting & Escalation

• Act as a senior escalation point for complex technical issues
• Diagnose front-end, browser, and integration-related issues
• Support API troubleshooting and technical debugging
• Design and improve escalation workflows across Support, Product, and Engineering

Tooling & Systems (DevRev Ownership)

• Lead implementation and optimization of DevRev (or similar tools)
• Build dashboards, reporting, and operational visibility into support performance
• Continuously improve tooling to increase efficiency and insight

Team Leadership (Player-Coach)

• Manage and coach a small team of Support ICs
• Provide mentorship, feedback, and performance guidance
• Balance leadership responsibilities with hands-on ticket ownership

Cross-Functional Collaboration

• Partner closely with Product, Engineering, and Customer Success
• Strengthen feedback loops between customer issues and product improvements
• Influence product decisions through support insights and trends

 

About You:

• You’re curious, self-directed, and motivated to learn quickly
• You thrive in ambiguity and create clarity for others
• You’re calm under pressure and strong in customer escalations
• You’re both a leader and operator—comfortable coaching and doing
• You lead with empathy, accountability, and a strong customer-first mindset
• You’re excited about building responsible, scalable systems

Must-Haves:

• 5+ years in technical support or similar within a SaaS environment
• 2–3+ years of experience managing support teams or ICs
• Proficiency in JavaScript, HTML, and CSS (debugging level)
• Ability to troubleshoot client-side and browser-based issues using developer tools (console, network, etc.)
• Strong understanding of API calls, integrations, and how systems interact
• Experience working within technical support queues and managing ticket workflows
• Experience with support tools (Zendesk, Jira, HubSpot Support, DevRev, or similar)
• Familiarity with AI tools (e.g., Claude Code) to improve troubleshooting effi