Product Support Manager


We are looking for high-performing Product Support Managers for a high-wage fully remote role.  Experienced technical leaders that are able to thrive in a progressive environment apply now.

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Product Support Manager

$ 100k/Year  ($ 50/Hour for 40 hours of productive work per week)  Remote Position   Long-term

Do you enjoy challenging your technical acumen? Have you identified complex patterns to improve software products? Are you passionate about solving complex issues and providing exceptional customer experiences? Are you able to couple your technical knowledge with your exceptional verbal and written communication skills? If so, then you belong to our elite support team!

Product Support Managers are the cream of the crop. They are the most highly skilled, elite support agents passionate for solving complex technical issues and act as leaders. You will deep dive into complex technical issues, and effectively communicate resolutions in both verbal and written form to your teams. You will access the highest technical resources available for problem resolution or new feature creation and document new fixes to be used by L1 and L2 personnel.

“The best part of the role is working with the smartest people in the world, solving real problems, identifying complex patterns in the tickets and addressing them. I also enjoy interacting with my team of support agents, chief architects, and product engineers”
-Daniele DF, Product Support Manager
, we have  full time partners from your country,   Let’s make it !

We're not accepting new candidates for this position at this time, but please check again later!
Meanwhile, you can review the following open roles:
Technical Product Manager - Customer Product Manager - Software Engineering Manager
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Partners
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Customers
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Countries
420+
Teams
Why Crossover?
Crossover recruits and builds world class high performing teams to power the fastest growing portfolio of software products in the world. No other company provides the training and the opportunities to test yourself on the depth and diversity of projects that we do. All roles are location independent so you are guaranteed to work with the best in the world. Challenge yourself. Be part of the change.
 
 
 
WHAT YOU'LL BE DOING

Product Support Managers at Crossover are excited about their mission to deliver world-class service and solve complex technical issues to help customers with their queries and understand how products could be fixed or improved.

Product Support Managers are experts in coupling their technical acumen with their superb communication skills to deliver world-class service. With their advanced technical skills and knowledge, they provide innovative solutions to complex issues. These leaders enjoy collaboration and sharing their knowledge to contribute to the business needs by creating and improving procedures, knowledge base articles, and workflows.

Through contributing to the playbooks and assisting in the implementation of new products, PSMs play an essential role in growing and supporting the business infrastructure. As product support manager your core responsibilities include, but are not limited to the following:

  • Take ownership of customer most complex technical issues and work diligently to find a resolution by duplicating, analyzing and documented resolutions.

  • Contribute to the creation and documentation of playbooks

 
REMOTE CAMP PROGRAM

To apply for a role at Crossover, you will go through a series of online tests, usually during the online hiring event. If you pass these tests, you will be offered the opportunity to participate in our four-full-time week Remote Camp training program. This is elite training taught by our top instructors.

Here’s what our graduates have to say about Remote Camp,

"I am very pleased to say that because of Crossover's unorthodox and unique way of transferring the knowledge through (Paired sessions, coaching sessions with CSMs), I have never been more confident in my technical skills and abilities for my role."
-Mikael F

"The CTO Remote Camp was another thing that motivated me. I wanted to see how CTOs across the globe work and learn from them."
-Javed Z

"I've been with the company since Aug (been part of the second Remote Camp) and since then I've learned SQL, databases, servers, tapes, other content management systems etc- and that's only been in 3 months. Usually, when I'm in a new company, I learned a lot about their platform, their tools etc during the length of my time with them but never at this speed!"
-Monnaliza T

It is offered as soon as you want to get started. You will be compensated for 40 hrs/ week at the hourly rate for the role you are applying to. Remote Camp training is an excellent opportunity to learn about our culture, expectations, tools, processes, and procedures. It's an intensive and demanding program, but every graduate is guaranteed a job at the end of it.

 
 
KEY RESPONSIBILITIES

As technical support experts and future leaders in the organization, your core responsibilities include, but are not limited to the following:

Take ownership of customer issues and work diligently to find a resolution

Document new solutions for use by Level 1 and Level 2 customer support engineers

Contribute to the creation and documentation of playbooks

Deliver a world-class experience in each ticket interaction

Provide remote technical support across multiple technologies for multiple products

Proactively help customers by getting in front of problems and potential issues

Meet and exceed weekly production and quality goals

Facilitate training and collaborate with teammates to improve quality

 
CANDIDATE REQUIREMENTS

A great candidate for the Product Support Engineer position will possess the following skills/experience:

Bachelor degree in Computer Science

Have strong oral and written communication skills in English

5+ years providing technical support and software engineering

Advanced technical acumen in modern software languages

Be able to break down complex information for those not well versed in technical terms and processes

Expert in the following:
• Java / JavaScript / CSS / HTML
• C#
• .Net
Previous experience managing an L1/L2 support team

Extensive experience writing playbooks for L1/L2 support teams

 
 
 
WHAT YOU WILL LEARN
 

In your role as a Product Support Manager,  you will continue to develop and master your technical and customer support skills. You will also be challenged to translate technical jargon so customers and Level 1 & Level 2 agents will be able to understand and resolve issues quickly and efficiently. With your exceptional written skills, you will learn to create valuable knowledge base articles and procedures and contribute to building playbooks to support and improve the business infrastructure.

You will develop the ability to seek continuous improvement through our productivity tool, ‘WorkSmart,’ which will help you develop critical skills through identifying moments of high intensity and focus, communicate blockers to your manager, and see your progress on achieving metric performance goals. You will also receive candid feedback weekly to learn, develop and grow in your role and accelerate your career faster than in any other software company in the industry. You will learn how to grow in your role and accelerate your career faster than in other software companies in the market.

 
 
CAREER PATH
 
VP of Customer Support
3125
Responsible for a team of 20 - 100 agents

A good fit for...

10+ years of customer support experience

Manage support operations of more than 100+ ICs

Handling customer escalations

Conducting deep dives on tickets

Delivering weekly progress on quarterly quality and productivity goals for a subset of support

Training and coaching managers

100
Customer Support Manager
3128
Responsible for a team of 15-20 agents

A good fit for...

Handling customer escalations

Conducting daily deep dives on tickets

Setting aggressive weekly goals for productivity and quality

Creating training materials

Training and coaching agents

50
Product Support Manager
3618
Responsible for finding any bug in solution code, product code and configuration

A good fit for...

5+ years in technical customer support and software engineering

Handles the hardest technical issues

Authors playbooks training to increase the capability of L1 and L2 support teams

50
 
 
 
Work Examples
Assets
doc
Knowledge base article creation
https://docs.google.com/document/d/13Mr8tAfHrabCB1xJCF40GRABmfqdgmnnGdUiTwa_qpU/edit#heading=h.a9k0spyz7jh2
GDocs
Relevant files and links
External resources
pdf
Summary of Stephen R. Covey’s 7 Habits of Highly Effective People
Stephen R. Covey (Author)
http://dl.motamem.org/Summary-Seven-Habits-of-Highly-Effective-People.pdf
Book
pdf
Be Our Guest: Perfecting the art of customer service
Disney
https://apoloniasotelocrow.files.wordpress.com/2017/05/be-our-guest-perfecting-the-art-of-customer-service-disney-institute-book-a-by-the-disney-institute-theodore-kinni.pdf
Book
pdf
On Writing Well
William Zinsser (Author)
http://richardcolby.net/writ2000/wp-content/uploads/2017/09/On-Writing-Well-30th-Anniversa-Zinsser-William.pdf
Book
 

Questions
and Answers

  • What does a typical day look like for a Product Support Managers?

    Product Support Managers are mainly responsible for resolving complex customer issues, the creation of knowledge base articles and achieving weekly performance and quality goals. As the highest tiered support agent, these Managers contribute to the creation and improvement of playbooks to support the business infrastructure.

  • Can you give some example metrics/deliverables for the job of a Product Support Manager?

    Product Support Engineers are expected to meet and exceed weekly production and quality goals. These may include: NPS, Quality, Ticket Backlog and other target goals defined by the business.

  • Who does the Product Support Managers report to directly?

    Customer Support Manager

  • What types of products will we support?

    The products we support range from vertical specific software to developer tools to retail and everything in between. Since most of the customer we support growth through acquisition - the portfolio is a broad list comprising of SaaS, on-premise software, tech-enabled managed service and pure IT consulting companies in North America and Europe.

 
 
 
WHAT CROSSOVER MEMBERS SAY ABOUT THE ROLE

 
ABOUT THE ROLE

 
FAQs