Senior Product Support Manager

About the Team

Join a talented, energetic, and innovative support organization dedicated to delivering exceptional service to our Ready customers. As a Senior Manager, Product Support, you’ll lead and develop a group of Associate Managers and their teams, driving operational excellence, collaboration, and customer satisfaction.

You will play a key role in aligning strategy, resources, and performance outcomes to ensure seamless operations, process improvements, and an exceptional support experience for every customer.

About the Role

In this senior leadership position, the Senior Product Support Manager oversees a team of Associate Managers who lead front-line Product Support Representatives serving US-based Ready customers.

You will drive customer satisfaction, operational excellence, and leadership development while ensuring that teams deliver timely and high-quality resolutions across Payroll, Time and Labor, and HR modules of the Ready application.

As a trusted escalation and strategy leader, you’ll partner cross-functionally to resolve critical issues, influence product quality, and continuously evolve how support is delivered. This role requires strategic thinking, composure under pressure, and a people-first mindset that inspires both teams and customers.

Primary Responsibilities

1. Leadership & Strategic Direction

Lead and mentor a team of Associate Managers who oversee front-line support teams serving US-based Ready customers.

Establish clear goals, priorities, and accountability mechanisms across all support teams.

Drive operational strategy and process alignment across multiple groups to ensure consistent customer experiences.

Foster a culture of trust, collaboration, ownership, and continuous improvement across all levels of the organization.

2. Customer Experience & Escalation Ownership

Serve as the primary point of contact for complex or critical customer escalations within the Ready product line.

Demonstrate calm, empathetic, and confident communication when resolving escalations and executive-level inquiries.

Partner with Customer Success, Product, and Engineering to identify root causes, implement corrective actions, and drive long-term customer satisfaction.

Use data insights and customer feedback to identify trends and enhance the overall support experience.

3. Operational & Performance Management

Oversee daily operations across multiple teams — including queue management, workload balancing, and coverage planning.

Track and analyze KPIs, SLAs, and CSAT metrics to identify trends, drive data-informed decisions, and improve service efficiency.

Ensure teams maintain high productive hours over the phone with customers, balancing casework with coaching and process improvement activities.

Provide operational guidance during on-call or after-hours rotations as needed to maintain customer continuity.

4. People Development & Coaching

Develop and coach Associate Managers to strengthen their leadership, communication, and problem-solving capabilities.

Conduct skip-level meetings to stay connected to frontline challenges and team sentiment.

Drive engagement and career development initiatives to build a leadership pipeline within the Ready Support organization.

Promote diversity, inclusion, and collaboration across teams while celebrating achievements and growth milestones.

5. Cross-Functional Collaboration

Partner with Product, Engineering, and Enablement to address product-related trends, defects, and customer impact areas.

Collaborate with other Senior Managers and leaders across regions to ensure global consistency in support operations and standards.

Represent the Ready support function in leadership meetings and cross-departmental initiatives.

Champion the voice of the customer within the organization, influencing product and process decisions that enhance usability and reliability.

6. Process Excellence & Continuous Improvement

Lead initiatives to optimize processes, tools, and workflows for improved team efficiency and customer outcomes.

Implement automation and best practices that scale operational effectiveness and reduce case resolution times.

Encourage innovation and empower managers to test and implement new ideas for support improvement.

Maintain high standards of documentation, quality, and compliance across all support teams.

Qualifications

Required

• 15+ years of total professional experience in Customer Support, Technical Support, or SaaS operations.
• 7+ years of leadership experience in customer support, technical support, or SaaS operations, including managing people leaders or multi-team operations.
• Proven success in voice-based customer support for US clients, with a strong focus on service quality and escalation management.
• Demonstrated expertise in coaching, mentoring, and developing leaders.
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
• Excellent communication, interpersonal, and conflict-resolution skills, even under pressure.
• Bachelor’s degree in Business, HR, Computer Science, or a related field (or equivalent experience).
• Open to working Eastern Time Zone hours and providing after-hours escalation support as needed.

Preferred

• Domain expertise in US Payroll, Time and Labor, or HR/HCM systems.
• Proficiency in Microsoft Suite (Word, Excel, Outlook, Teams) and support tools such as Salesforce, Jarvis, or RingCentral.
• Experience preparing and refining policies, procedures, reports, and documentation.
• FPC, CPP, or equivalent industry certification preferred.
• Strong collaboration skills with cross-functional and executive teams.
• What Success Looks Like
• You establish a high-performing, customer-centric support organization with measurable operational and engagement success.
• Your Associate Managers grow into confident, capable leaders who drive team performance and deliver exceptional service.
• Escalations are resolved effectively, strengthening customer trust and retention.
• You influence cross-functional strategy, leading initiatives that reduce friction, improve quality, and elevate the Ready customer experience.
• You are recognized as a strategic, empathetic, and results-oriented leader who builds both people and processes for scale.