Manager, Customer Support

Posting Type
Remote

Job Overview
As a Product Support Manager, you will be responsible for providing Technical, Policy, and Procedure guidance to your teams. The Product Support Manager should have intimate knowledge on all Product Support process and procedure. On a daily basis, the Product Support Manager will be responsible for monitoring the specific team’s ticket queues, ensuring that tickets are being scrubbed and assigned in a timely manner. The Product Support Manager will be responsible for balancing the team’s workload, reassigning tickets as needed due to PTO (Personal Time Off) and scheduled trainings.

Job Description and Requirements
The Support Manager should be organized, attentive to details, and meet all of our department goals and metrics. The Product Support Manager informs their Manager of issues regarding personnel, performance, client perception, and project status, and works closely with Global teams to ensure consistent, high quality service. The Product Support Manager is also responsible for the professional development of their reports.  

As part of a global SaaS support organization, this role requires a high degree of schedule flexibility to ensure strong collaboration and leadership alignment with US-based counterparts. While the position is based in EMEA (Poland) and operates under a task-based work model, there is an expectation that the majority of the working week (approximately 80%) will provide meaningful overlap with US business hours. 

Working hours may vary depending on business needs, team coverage requirements, and cross-regional priorities. This flexibility enables effective partnership with global stakeholders, real-time decision-making, and seamless support operations across regions. 

Role Responsibilities 

Oversee team response to customer incidents and requests on a daily basis   

Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer incidents and requests; attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data    

Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis   

Proactively monitor staff phone availability and make dynamic changes to schedules to continuously meet service level objectives 

Manage toward Customer Support KPI’s 

Work closely and collaboratively with US teams to provide extended global support hours     

Oversee team as they provide complex responsive support to clients during normal business hours when scheduled for early and late shifts and as identified for on-call or as requested by management; early/late shifts. Minimal On-call shifts are required  

Oversee team as they complete all daily tasks and projects as requested, on-time, and with attention to detail and quality    

Provide excellent customer service using the communication methods designated by Relativity    

Provide direction and apply company policies to broader team(s) or sub-department 

Translate business objectives and determines how to use resources to meet schedules and goals 

Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends 

Coach and develop employees to expand upon their technical and Relativity related skill sets.   

Develop and administer schedules and performance requirements 

Preferred Qualifications 

Client-focused and ability to understand expectations          

Professional written and verbal communication skills          

Ability to manage multiple tasks and projects with ease   

Experience leading or managing a team at a call center or help desk 

Experience with ITIL standards and best practices 

Experience with Relativity is a plus, but not necessary 

eDiscovery/eDisclosure knowledge and industry experience is a plus, but not necessary 

ITIL Foundations certification is a plus, but not necessary 

Minimum Qualifications 

At least three years effectively leading a team or department 

Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.
Benefit Highlights:
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
Two, week-long company breaks per year
Additional time off
Long-term incentive program
Training investment program
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.
The expected salary range for this role is between following values:
188 000 and 282 000PLN
The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position. 

Required Skills:
Budget Management, Coaching, Communication, Customer Service, Customer Support, Mentorship, Stakeholder Management, Team Leadership, Technical Support, Training and Development