GAIN - Central IT - Product Support Manager

Job Title:

Product Support Manager

Direct Reports:

L1/L2 Support Technician(s)

Primary Purpose

As we launch new AInative products, great support is part of the product. We want a support experience that feels as modern and intelligent as the tools we’re building: multichannel, AIassisted, and tightly integrated with our product and data.

Main Responsibilities:

To establish, lead, and continuously improve the support function for GAINIQ products at launch, building and managing an L1/L2 support team to provide highquality, multichannel support (chat bot, email, phone) for customers, and partnering with Product and Engineering to drive reliability, customer satisfaction, and continuous improvement across the platform

Technology / Support Operations

• Own daytoday operation of the customer support function for GAINIQ products (including Ares and Athena), ensuring timely and effective handling of all incoming support requests.
• Configure and manage our support tooling (e.g. HubSpot Service Hub, chat bot, ticketing, call workflows), ensuring accurate capture, routing, and tracking of tickets.​
• Define, implement, and refine L1/L2 support models, including clear categorisation, triage rules, and escalation paths (to L3/Engineering where required).​
• Act as the senior escalation point for complex or highpriority issues, including SSO/login problems, trials and subscription mismatches, billing/payment issues (Stripe), product usage issues, and workspace/org access queries.
• Work closely with Engineering teams to communicate incidents, reproduce bugs, and coordinate fixes and releases impacting customers.
• Contribute to the design and improvement of AIpowered support flows (bot intents, deflection journeys, knowledge base content), ensuring the bot effectively handles common queries and escalates appropriately

Process, Quality and Information Security

• Define and manage support SLAs and performance metrics (e.g. first response time, resolution time, CSAT, deflection rate, ticket re open rate), and report regularly to leadership.
• Implement and maintain high standards for ticket quality, customer communications, and documentation, ensuring consistency across the support team.
• Develop and maintain support runbooks, playbooks, and knowledge base articles covering common issues, workflows, and product features (e.g. acquisition, activation, purchase, and support journeys).
• Ensure support processes align with change and release management (including CAB where appropriate), so customers are informed of impactful changes, incidents, and resolutions.
• Adhere to Information Security policies and ensure “security by design” in support operations, including secure handling of customer data, access control to systems, and appropriate verification of identity for sensitive requests.
• Contribute to continuous improvement of support processes, tools, and reporting, using data and feedback to drive enhancements.

Team

• Recruit, lead, and manage a highperforming L1 and L2 support team, providing daytoday guidance, mentorship, and support.​
• Define roles, responsibilities, and coverage patterns (shifts, oncall, launch coverage) for the support team.
• Conduct regular 1:1s, performance reviews, and training sessions to develop skills and ensure alignment with team goals and behaviours.
• Foster a collaborative culture between Support, Engineering, Product, and Commercial teams to ensure a joinedup experience for customers

Professional skills/ experience:

• Strong experience in customer support or technical support roles within a B2B SaaS, Martech, or similar technology environment, including prior experience leading a support team or function.
• Hands on experience running multi channelsupport (chat bot, email, phone) using a modern ticketing/CRM platform (e.g. HubSpot Service Hub, Zendesk, Salesforce Service Cloud).
• Practical experience defining and operating L1/L2 (and ideally L3) support models, including clear escalation criteria and hand offs to engineering.
• Good understanding of web based SaaS products, including authentication/SSO, subscriptions/billing (Stripe), and workspace/org and role models.
• Familiarity with incident management and problem management processes, including root cause analysis and post incident review.
• Experience working in or with engineering and product teams, and comfortable reading basic technical information (logs, error codes, status dashboards) to aid triage.
• Exposure to AI assisted support (bots, suggested replies, automated routing) is highly desirable.

Personal Qualities

• Strong problem solver who can remain calm under pressure and lead others through complex or critical incidents.
• Excellent communicator, able to handle sensitive customer conversations and explain technical issues in clear, non technical language where needed.
• Great with people, able to build trust and rapport across Support, Engineering, Product, and Commercial teams, as well as with customer stakeholders.
• Team player with a collaborative, flexible approach and strong ownership mindset; willing to be hands on where needed in a scaling environment.
• Able to prioritise effectively, juggle multiple issues, and make sound decisions quickly in fast moving situations.
• High attention to detail, with a focus on consistency, reliability, and a high-qualitycustomer experience