Manager, Product Support

Relativity•Illinois, IL

1d•$93,000 - $140,000•Hybrid

About The Position

The Manager, Product Support leads a team of technicians within one or more product verticals or a defined shift and is accountable for day-to-day technical support delivery across Relativity’s 24x7x365 operation. This first-line people-management role owns hiring, coaching, performance management, and professional development, while partnering with Support Architects and Senior Managers on technical strategy and escalations. The manager is responsible for balancing workload, reallocating tickets and coverage for DTO and training, and ensuring the team meets service-level and quality goals. The role monitors support performance and staff availability, coordinates with Workforce Management on schedule changes, manages escalations, and works with Product, Engineering, and global teams to address technical issues and improve service. The role is aligned to the team’s shift, which is confirmed during the interview process; minimal on-call shifts are required. The manager also drives adoption of AI tools within the team, monitors their impact on performance metrics, and uses them for management tasks such as synthesizing performance data, preparing reviews and 1:1s, and streamlining planning and communication. The role identifies recurring incidents and process improvements and informs senior leadership about personnel, performance, client perception, and project status.

Requirements

At least 3 years of experience effectively leading or managing a team or department in a technical support environment.
Experience managing technical support teams and collaborating with Product and Engineering to resolve product issues.
Strong technical background and solid understanding of SaaS products and technical troubleshooting.
Client-focused approach and ability to understand and meet customer expectations.
Excellent written and verbal communication skills.
Experience with support tools such as Salesforce and Jira and managing ticket queues in a high-volume environment.
Team leadership, people management, coaching and development, customer support operations, SaaS, technical troubleshooting, Salesforce, Jira, communication, process improvement, and KPI management.

Nice To Haves

Experience coaching and mentoring teams, particularly to develop technical and product knowledge.
Experience with Relativity or knowledge of the Legal Data Intelligence industry.
Experience with ITIL standards and best practices.

Responsibilities

Oversee the team's daily response to customer incidents and requests, ensuring tickets are handled according to established policies and procedures.
Monitor and report on support performance, timely ticket updates, and service-level objectives.
Monitor staff availability and coordinate with Workforce Management on schedule changes and coverage, including early and late shifts and on-call coverage as required.
Manage support KPIs and act as an escalation point for complex support issues, guiding internal teams and customers.
Manage and develop team members through coaching, technical skill development, regular 1:1s, performance conversations, and career-development discussions.
Own performance reviews and performance improvement plans when needed.
Own hiring and onboarding and promote a strong team culture.
Drive team adoption of AI tools, coach effective usage, monitor impact on metrics, and contribute frontline recommendations to broader AI strategy.
Use AI tools for management tasks such as synthesizing performance data, drafting reviews and reports, preparing 1:1s, and streamlining planning and communications.
Collaborate with Product and Engineering to resolve technical issues and improve the product based on customer feedback.
Work with global teams to ensure consistent, high-quality service across regions and shifts.
Apply company policies and provide direction to ensure adherence to procedures and standards.
Track daily tasks and projects to ensure timely, high-quality completion.
Identify recurring incident patterns to manage problems and improve team service capabilities.
Inform senior leadership about personnel, performance, client perception, and project status.