Team Manager, Product Support

Box•Austin, TX

5h•$91,000 - $114,000•Onsite

About The Position

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia. By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift. The Product Support Team’s mission is to quickly understand, resolve, and prevent issues for Box Admins, Users, Developers, and Partners, helping them solve business problems and become Box advocates. Product Support covers the entire Box portfolio by working directly with end users, admins, and developers on break/fix troubleshooting, usage guidance, and proactive prevention. As the platform evolves, Product Support shapes customer experience, product quality, and internal feedback loops. Product Support Managers lead a Swarm of 7–10 specialists focused on specific product areas. They own operational outcomes and people development, ensure the right tools and processes are in place, and act as escalation points for customers and internal teams. As our customer base grows and our product offerings continue to evolve, we’re looking for a Product Support Manager to help deliver both customer delight and agent success.

Requirements

You are a hands-on Product Support Manager for a SaaS business who leads, develops, and empowers a high-performing support team.
Drive team collaboration and solve complex customer problems.
Own performance management: coach, train, assess, and develop agents; create a supportive, challenging environment that enables growth.
Translate technical issues and performance data into concise, data-backed updates for executives.
Manage escalations and ensure consistent, professional customer communication that builds trust.
Operate effectively in fast-paced, client-facing settings; troubleshoot and resolve issues directly when needed.
Evaluate, adopt, and coach teams on AI-assisted support tools and workflows.
Collaborate across support tiers, product, engineering, and other functions to improve outcomes and processes.
Advocate for the team using data and frontline insights; escalate risks and propose solutions.
Mentor agents to improve investigations, customer messaging, and first-contact resolution.
Maintain strong ownership, accountability, empathy, and adaptability when products or processes don’t meet customer expectations.
Bachelor’s degree or equivalent practical experience.
2+ years of people management experience, with a demonstrated ability to coach, develop, and retain high-performing teams.
4–6 years of experience in a customer-facing role, preferably in a SaaS or technology-driven environment.
Proven ability to collaborate cross-functionally and influence stakeholders at multiple levels of the organization.
Strong customer empathy and a customer-first mindset.
Comfort operating in ambiguity within a fast-paced, evolving environment.
Strong written and verbal communication skills.

Nice To Haves

Familiarity with APIs or developer-facing products is a plus.
Experience with support and collaboration tools such as Zendesk, Jira, and Confluence is a strong plus.
Familiarity with API-driven products or technical integrations is a plus.
Experience building, interpreting, and communicating insights from multiple data sources.

Responsibilities

Establish, track, and achieve Swarm and Agent goals and metrics (TTR, CSAT, quality, productivity).
Own Swarm performance insights and outcomes through weekly, monthly, and quarterly business reviews.
Provide Voice of Customer and Voice of Agent insights to Product and Engineering teams by delivering clear, data-backed feedback that supports prioritization and decision-making.
Execute Case QA, review results with team members, and establish actionable coaching plans.
Support team member growth within the Swarm and across roles through consistent coaching and development conversations.
Leverage AI-powered tooling and insights to improve support quality, efficiency, and agent experience, and help teams adopt new workflows effectively.
Partner with teams to identify opportunities where automation, AI, or workflow improvements can reduce friction for customers and agents.
Execute regular 1:1s and performance management processes, including feedback, evaluations, and development planning.
Build and maintain strong partnerships with Product Managers and Engineering teams, serving as a point of contact for escalations, proposed changes, general questions, and crisis events.
Support customer escalations originating from Account and Sales teams.
Partner closely with Team Leads (Content and Quality Leads) to: Drive KCS updates and knowledge health Execute QA programs Deliver ongoing enablement tailored to each Swarm Align with Team Leads on content quality, learning priorities, and support consistency across the Swarm.
Identify and escalate staffing or resourcing needs that impact the ability to meet business objectives.
Work with the Swarm to develop action plans for long-open or complex cases.
Coach, support, and develop Team Leads in their roles as owners of content, quality, and enablement for the Swarm.