Manager, Product Support – Swing Shift Position Available In Charleston, South Carolina

Job Description:

Posting TypeRemote/HybridJob OverviewAs a Product SupportManager for the Swing Shift, you will be responsible for providingTechnical, Policy, and Procedure guidance to your teams. TheSupport Manager should have intimate knowledge of all ProductSupport processes and procedures. You will be tasked withdeveloping strategies, managing team operations, and collaboratingwith other departments. The Support Manager will monitor teamticket queues, ensuring timely assignment and resolution, balancingworkloads, and managing staffing adjustments due to PTO andtraining. The Support Manager should be organized, detail-oriented,and focused on meeting department goals and metrics. You will alsoinform your Manager of personnel, performance, client perception,and project status issues and work closely with Global teams toensure consistent, high-quality service. The Support Manager isresponsible for the professional development of their reports. The Swing Shift working hours are a fixed 9-hour Sunday-Thursdayshift from 11am-8pm Central US Time•, and this shift offers acompensation differential. •The expectation is that you will beable to work an 8/9-hour Monday through Friday shift from 8am-5pmCST for the first 1-2 months of Support onboarding.

Job Descriptionand Requirements Role Responsibilities:

Oversee team response to customer incidents and requests on adaily basis, ensuring tickets are managed and processed inalignment with established policies and procedures. Monitor and report on support performance, ensuring timelyupdates to tickets and that service level objectives are met. Collaborate with cross-functional teams, including Product andEngineering, to address technical issues and improve the productbased on customer feedback. Proactively monitor staff availability to ensure service levelsare met as they provide complex responsive support to clientsduring normal business hours when scheduled for early and lateshifts and as identified for on-call or as requested by management;early/late shifts. Minimal On-call shifts are required. Manage and develop the support team, coaching team members toexpand their technical skill sets and ensure alignment withdepartment goals. Provide direction and apply company policies to broader team(s)or sub-department, ensuring adherence to procedures andstandards. Track team progress on daily tasks and projects, ensuringtimely completion with attention to quality and customersatisfaction. Act as a point of contact for complex, escalated supportissues, offering guidance and resolution to both internal teams andcustomers.

Preferred Qualifications:

Experience managing technical support teams and collaboratingwith Product and Engineering departments to resolve productissues. Strong technical background, with a deep understanding of SaaSproducts and technical troubleshooting. Experience working with support tools (e.g., Salesforce, Jira)and managing ticket queues in a high-volume environment. Experience in coaching and mentoring teams, with a focus ondeveloping both technical and product knowledge. Client-focused with the ability to understand and meet customerexpectations. Excellent communication skills, both written and verbal. Experience with Relativity is a plus, but not necessary. eDiscovery knowledge and industry experience are a plus, butnot necessary. Experience with ITIL standards and best practices is aplus.

Minimum Qualifications:

At least three years of experience leading or managing a teamor department in a technical support environment.

Relativity iscommitted to competitive, fair, and equitable compensationpractices.

This position is eligible for total compensation whichincludes a competitive base salary, an annual performance bonus,and long-term incentives. The expected salary range for this roleis between following values:$93,000 and $140,000The final offeredsalary will be based on several factors, including but not limitedto the candidate’s depth of experience, skill set, qualifications,and internal pay equity. Hiring at the top end of the range wouldnot be typical, to allow for future meaningful salary growth inthis position.