Manager of Product & Customer Support

Osano is hiring a Manager of Product and Customer Support to lead and grow our Support team as we scale to meet customer needs! We’re looking for someone who thrives in a dynamic SaaS environment—someone equally excited to coach a team and dig into tickets themselves.

This role blends strategy and action. You’ll lead our small but mighty Support team (currently two ICs), build scalable systems to support the team in AI driven optimization and growth. You’ll act as a player-coach—resolving tickets, managing escalations, and coaching ICs—while also designing the systems that will let us scale without breaking the bank.

The ideal candidate is a strong communicator, a technically minded problem solver, and a servant leader who builds clarity in ambiguous situations. You’ll play a key role in shaping how customers experience Osano support, while ensuring tight alignment with Product and Engineering.

The Role:

• Manage and coach a Support team (currently 2 reps), driving performance, growth, and development.
• Act as a hands-on IC: handling tickets, managing escalations, and serving as a technical escalation point.
• Lead the implementation of DevRev: ticket management, dashboards, automation, and reporting.
• Define, track, and improve KPIs (FRT, resolution, backlog, CSAT).
• Build and document processes for scalable support operations and efficient handoffs.
• Improve feedback loops between Support <> Product <> Engineering.
• Identify and implement automation for ticket triage and escalation.
• Partner cross-functionally to influence product decisions based on support insights.
• Foster a culture of empathy, curiosity, and operational excellence.

About You:

• 4+ years in SaaS Support or Customer Experience, with at least 2 years managing ICs.
• Comfortable as both Manager and IC.
• High technical acumen — you’ve written code, and mobile experience is a major plus.
• Experience implementing or optimizing support tooling (Zendesk, DevRev, or similar).
• Proven ability to build scalable processes and automate support workflows.
• Strong communicator, collaborator, and leader.

Must-Have Qualities:

• Coachable and Curious — you’re confident in your leadership skills but always eager to learn and grow. You ask thoughtful questions, challenge assumptions, and dig into the “why” behind processes + problems.
• Communicative and Collaborative — you’re clear, inclusive, and intentional in your communication. You work effectively across teams and with customers to ensure transparency and alignment.
• Resourceful — you solve problems creatively, especially in fast-moving or ambiguous environments. You find innovative solutions and turn challenges into new opportunities.
• Empathetic Leader — you lead with empathy, valuing people, process, and outcomes. You believe in mentorship and coaching to drive individual and team success.
• Operational — you’re skilled at building scalable, repeatable processes and workflows. You can turn complex tasks into manageable, measurable actions that drive results.

Nice-to-Haves:

• Privacy, security, or compliance SaaS support experience.
• Familiarity with mobile debugging and development workflows.
• Familiarity with APIs, webhooks, or technical debugging for SaaS workflows.
• Previous startup/scaling experience — building support processes from scratch.
• Experience owning knowledge bases, in-app support, or customer education resources.

Why Us

• We’re a welcoming team that's dependable, curious, moves fast, and full of talented people! You’ll work closely with a small team of implementation managers who help each other out while having fun working together.
• A well-defined career path that’s not just “climbing the ladder” - learn different competencies, skills, and concepts as you progress and get recognized for it.
• You’ll become a privacy expert, including the opportunity to receive your Certified Information Privacy credential.
• You’ll be representing a product that makes prospects say, “This is so awesome” when it’s sold and maintaining an average 95% CSAT score each quarter.
• We’re a Great Place to Work for the fourth year in a row, with 97% of employees saying it’s a great place to work.

Benefits

• Fair-pay compensation (provided below) + ownership interest for early stake in our success!
• Unlimited paid time off with a requirement to take at least two weeks off per year. Plus, we offer paid parental leave, sick time off, and volunteering time to use outside of unlimited PTO.
• We're continuously a Best Pl