About this role
Lead and scale Osano’s support function in a strategic-but-hands-on player-coach role. Own support operations, KPIs, automation, escalation workflows, and tooling (including DevRev), while partnering with Product, Engineering, and Customer Success.
Key Responsibilities
- Own and manage the support ticket queue and day-to-day operations
- Define, track, and improve key support KPIs (FRT, CSAT, resolution time, backlog)
- Act as a senior escalation point for complex technical issues
- Lead implementation and optimization of DevRev (or similar tools)
- Manage and coach a small team of Support ICs
Technical Overview
You will diagnose and resolve complex technical issues spanning front-end, browser, integrations, and API troubleshooting, and design escalation workflows across teams. You will also implement and optimize DevRev (or similar tools) and build dashboards and reporting for support performance visibility.
Ideal Candidate
The ideal candidate is a hands-on support leader who has scaled support operations in fast-paced SaaS environments. They can own support KPIs like FRT and CSAT, troubleshoot complex technical issues including API, front-end, browser, and integrations, and implement tooling such as DevRev to improve efficiency.
Must-Have Skills
support ticket queue managementdefining and improving key support KPIs (FRTCSATresolution timebacklog)acting as a senior escalation point for complex technical issuesAPI troubleshooting and technical debugginglead implementation and optimization of DevRev (or similar tools)manage and coach a small team of Support ICsbuild scalable processes and workflows to support growth without increasing headcount
Required Skills
support ticket queue managementsupport KPIs (FRT)support KPIs (CSAT)resolution time trackingbacklog managementprocess buildingworkflows designautomation across triageautomation across routingautomation across resolutiontechnical troubleshootingfront-end troubleshootingbrowser issue diagnosisintegration-related issue diagnosisAPI troubleshootingtechnical debuggingescalation workflows designDevRev implementationdashboard buildingreportingcross-functional collaboration
Hard Skills
support ticket queue managementsupport ticket operationssupport KPIs (FRT)support KPIs (CSAT)resolution time trackingbacklog managementprocess buildingworkflows designautomation across triageautomation across routingautomation across resolutiontechnical troubleshootingfront-end troubleshootingbrowser issue diagnosisintegration-related issue diagnosisAPI troubleshootingtechnical debuggingescalation workflows designDevRev ownershipDevRev implementationdashboard buildingreportingsupport performance operational visibilitymentoringperformance guidancefeedback loops between customer issues and product improvements
Soft Skills
player-coach leadershipteam leadershipcustomer escalations calm under pressureempathyaccountabilityself-directedlearn quicklythrives in ambiguitycreates claritycross-functional collaborationinfluencing product decisionspartnership with Productpartnership with Engineeringpartnership with Customer Successmentorship and feedback
Keywords for Your Resume
Manager of Product & Customer Supportsupport operationsSupport Operations & Scalingsupport ticket queueFRTCSATresolution timebacklogautomationtriageroutingresolutiontechnical troubleshootingfront-endbrowserintegrationAPI troubleshootingtechnical debuggingescalation workflowsDevRevdashboardsreportingplayer-coachtechnical escalation pointcross-functional collaborationProductEngineeringCustomer Success
Deal Breakers
Hands-on ability to act as a senior escalation point for complex technical issues, Experience owning or implementing DevRev (or similar support tooling)
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