Manager, Product Support

About the role We're looking for a Manager, Product Support to lead and grow Ellevation's Product Support team, made up of full-time team members and part-time associates. You'll set the standard for how the team shows up for partners, own the tools and processes that let support scale, and serve as the connective tissue between Support, Customer Success, Product, and Engineering when bugs, incidents, or emerging trends need attention. This role suits someone who leads with empathy, thinks in systems, and is energized by making a good team even better. What you'll do: What you'll do Help desk & Team Management Lead the 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 key support metrics, including time to first assignment, resolution time, ticket volume, product and feature trends, and partner satisfaction. Own and optimize the Zendesk instance, including macros, triggers, views, automations, and other workflows. Drive operational and process improvements based on support trends, team feedback, and evolving partner needs. Develop learning and growth opportunities that strengthen the team's product knowledge and support capabilities. Lead onboarding and training for new team members. Scale support operations by reducing repetitive and high-volume support needs through improved processes, tooling, and self-service resources. Partner with Digital Success to develop asynchronous resources that address common partner questions and enable greater partner self-service. Cross-functional alignment & communication Regularly communicate support trends, ticket volume, resolution times, emerging issues, and other insights to relevant stakeholders. Partner closely with Customer Success, Data team managers and product team to establish and continuously improve shared processes, workflows, and operating norms. Bug management & maintenance triage Oversee the process for identifying, documenting, tracking, and communicating product bugs surfaced through partner support. Lead synchronous Maintenance Triage meetings with representatives from Customer Success, Product, and Engineering, and coordinate follow-up and next steps across relevant teams. Determine when bugs or recurring product issues require escalation to leadership, Product, or Engineering. Provide timely, actionable updates to partner-facing teams on known bugs, workarounds, and resolution progress. Major incident management & communications Own the escalation process for major product incidents, ensuring internal and partner-facing teams receive timely, accurate, and consistent information. Coordinate incident communications across channels, including Intercom in-app messaging, Slack, and other customer-facing communications. Represent partner-facing teams in DevPro post-incident meetings, bringing forward partner impact, communication learnings, and opportunities to improve incident response processes. What you'll bring: What you'll bring 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. A track record of using support metrics — SLA adherence, resolution time, ticket volume, 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 the ability to translate technical issues for non-technical audiences and calibrate messaging for partners, leadership, and internal teams. A builder's mindset — comfortable creating processes, documentation, and self-service resources where none exist yet. A demonstrated ability to coach, develop, and retain a high-performing, diverse team. Comfort operating in ambiguity and leading a team through change. How you'll show up: How you'll show up You stay curious — modeling how to seek and act on feedback, and creating space for your team to try, fail, and learn without judgment. You build belonging, creating a team where people can bring their authentic selves to work and where diverse voices are heard and valued. You win together, investing in hiring, developing, and retaining great talent, and you manage performance challenges with courage and care. You solve problems strategically, connecting patterns across teams to prevent issues before they recur rather than just resolving what's in front of you. And through all of it, you keep sight of impact — balancing operational rigor with Ellevation's mission of helping educators and multilingual learners succeed. Equal opportunity employer: Equal opportunity employer Ellevation is proud to be an equal opportunity employer, committed to building a team that reflects a wide range of backgrounds, perspectives, and experiences. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.