Manager, Product Support

Posting Type

Hybrid

Job Overview

As an EMEA Product Support Manager, you will lead a team of highly skilled Product Support professionals responsible for delivering timely, high-quality technical support to Relativity customers. You will play a critical role in ensuring operational excellence, developing future support leaders, and partnering across teams to continuously improve both the customer experience and our products.

This role blends people leadership, operational ownership, and cross-functional collaboration in a global, SaaS-based support environment. You will help scale support operations while maintaining a strong culture of accountability, learning, and customer focus.

As part of a global support organization, this role requires some schedule flexibility to support collaboration with teams in other regions. While primarily EMEA-based, occasional early or late hours may be required to ensure effective overlap with US teams.

Job Description and Requirements

What You’ll Do

Lead & Develop High-Performing Teams

• Lead, coach, and develop a team of Product Support professionals, fostering technical growth, strong customer engagement, and career progression.

• Own performance management, feedback, goal-setting, and professional development for direct reports.

• Build a culture of trust, accountability, continuous improvement, and inclusive leadership.

Drive Operational Excellence

• Oversee daily support operations, ensuring customer incidents and requests are handled in accordance with established policies, procedures, and service standards.

• Monitor ticket queues, workload distribution, and staffing levels; make real-time adjustments to ensure service level objectives are consistently met.

• Ensure high-quality ticket documentation, accurate categorization, and timely communication with customers.

• Track, analyze, and report on key support metrics and performance trends; proactively identify risks and opportunities for improvement.

Own Escalations & Complex Issues

• Act as an escalation point for complex or high-impact customer issues, providing guidance and driving resolution in partnership with internal teams.

• Ensure clear communication, accountability, and follow-through for escalated cases.

Partner Across the Business

• Collaborate closely with Product, Engineering, and other internal stakeholders to resolve systemic issues and influence product improvements based on customer feedback.

• Work in close partnership with global Product Support teams to deliver a seamless, follow-the-sun customer experience.

• Translate broader business objectives into operational plans that align resources, priorities, and timelines.

What You Bring

Required

• At least 3 years of experience leading or managing teams in a technical support, customer support, or similar environment.

• Strong people leadership skills with a proven ability to coach, motivate, and develop teams.

• Experience managing support operations in a high-volume, ticket-based environment.

• Excellent written and verbal communication skills, with the ability to communicate clearly with customers and internal stakeholders.

• Customer-first mindset and sound judgment when handling complex or ambiguous situations.

Preferred

• Experience supporting SaaS products and working closely with Product and Engineering teams.

• Hands-on familiarity with support tools such as Salesforce, Jira, or similar platforms.

• Experience working in a global or distributed team environment.

• Knowledge of ITIL standards and best practices (ITIL Foundations certification is a plus).

• Experience with Relativity and/or eDiscovery is a plus, but not required.

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

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. 

Suggested Skills:

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