Senior Product Manager & Support Manager
About Us:
We're a fast-growing, SaaS startup focused on AI data solutions for
businesses using Salesforce CRM. This is a fully remote, freelance/hourly role
overlapping US working hours, starting with paid trial projects and scaling up to
40+ hours weekly over the first month or two if it's going well.
We're looking for a senior product-minded operator who can act as both a
product manager and technical support manager. This is a high-visibility,
multi-hat role for someone who thrives on context-switching between strategic
product work and hands-on support leadership. You'll have input into product
direction while also owning day-to-day support operations, shift coordination, and
the critical link between customers, support, pure product management, QA, and
engineering. You will work closely with our Lead Product Manager for your
training.
Key Responsibilities:
Product Management:
● Create and maintain product documentation, epics, and user stories
● Prioritize features based on stakeholder and customer needs
● Collaborate with engineering and QA throughout development
● Analyze development process metrics and propose efficiency
improvements
● Add to release documentation highlighting new capabilities
● Take on any overflow work from our Lead Product Manager
Technical Support Leadership:
● Own daily support operations, including stand-ups and shift handoffs
across support shifts
● Triage and manage inbound tickets with full discovery before escalating
● Gatekeep between customer-facing teams (CS, sales, partners) and
engineering, ensuring only well-documented issues reach engineering
● Act as a direct customer-facing resource for escalated issues
● Be available outside standard hours, including weekends and release
windows
● Track support metrics: ticket volume, response time, resolution time, and
ideally, CSAT metrics.
● Write and maintain SOPs for support processes
● Lead evaluation and rollout of support tooling (e.g., ticketing system)
Cross-Functional Tasks:
● Partner with QA to identify patterns in tickets exposing test coverage gaps
● Create instructional videos and written materials for CS, Solution
Engineering, and partners
● Surface recurring customer pain points to inform the product roadmap
● Train the Customer Success and Sales Engineering teams on product
functionality, including creating videos and answering specific questions
● Serve as Scrum Master, facilitating agile ceremonies and removing
blockers (later when you are up to speed)
● Serve as Release Manager, if requested
Requirements
● 5+ years of product management experience in SaaS/B2B, ideally at a
Salesforce ISV/third-party add-on company
● Prior experience at a rapidly growing startup
● Experience managing or leading a technical support function, including
shift/escalation workflows
● Strong written and verbal English communication skills
● Experience writing user stories, SOPs, and process documentation
● Salesforce certifications (Administrator, Advanced Administrator, or
equivalent) strongly preferred
● Familiarity with CRM data and Salesforce add-ons/ecosystem
● Comfort with ambiguity, shifting priorities, and wearing multiple hats
● Data-driven, methodical problem-solving approach
● Work during US Business Hours
If you are a fit for this role, please start your cover letter with "I TRANSLATE
CHAOS INTO CLARITY" in all caps.
If this is a fit please apply here