About the role

Role overview

Osano is seeking a Manager of Product & Customer Support to lead and scale the support organization as the company grows. The role is a player-coach position: you will build support systems and processes while also handling tickets, escalations, and technical troubleshooting.

Responsibilities

Support Operations & Scaling

Own and manage the support ticket queue and day-to-day support operations
Define, track, and improve key support KPIs (e.g., FRT, CSAT, resolution time, backlog)
Build scalable processes and workflows to grow without adding headcount
Identify and implement automation across triage, routing, and resolution

Technical Troubleshooting & Escalation

Serve as a senior escalation point for complex technical issues
Diagnose front-end, browser, and integration problems
Perform API troubleshooting and technical debugging
Design and improve escalation workflows across Support, Product, and Engineering

Tooling & Systems (DevRev ownership)

Lead implementation and optimization of DevRev (or similar tools)
Build dashboards, reporting, and operational visibility into support performance
Continuously improve tooling to increase efficiency and insight

Team Leadership (Player-Coach)

Manage and coach a small team of Support ICs
Provide mentorship, feedback, and performance guidance
Balance leadership duties with hands-on ticket ownership

Cross-Functional Collaboration

Partner with Product, Engineering, and Customer Success
Strengthen feedback loops from customer issues to product improvements
Influence product decisions using support insights and trends

Requirements

5+ years in technical support or similar in a SaaS environment
2–3+ years managing support teams or individual contributors
Debugging-level proficiency in JavaScript, HTML, and CSS
Ability to troubleshoot client-side and browser issues using developer tools (console, network, etc.)
Strong understanding of API calls, integrations, and system interactions
Experience operating support queues and managing ticket workflows
Experience with support tools (Zendesk, Jira, HubSpot Support, DevRev, or similar)
Familiarity with AI tools (e.g., ChatGPT) to improve troubleshooting efficiency and workflows
Ability to work cross-functionally across customer, product, and engineering teams

Nice to Have

Privacy, security, or compliance SaaS support experience
Experience with mobile SDKs (iOS and/or Android)
Server-side/backend experience (APIs, integrations, systems architecture)
Deeper expertise in JavaScript frameworks or advanced debugging techniques
Experience supporting technical implementations / customer integrations
Experience building automations or scripting for support workflows

About Osano

Osano is a B-Corporation focused on privacy as a fundamental right. It helps modern enterprises innovate and stay compliant by enabling data privacy and consent management in a changing regulatory and technological landscape. Its products support organizations in earning customer trust through responsible data handling.

Tags