Tier 2 Support Manager

About Us

OurRitual is a fast-growing digital platform revolutionizing relationship guidance. We provide expert-led sessions, personalized pathways, and engaging content to help individuals and couples work through relationship challenges. We are now scaling and looking for the right people to join our (great!) team to continue delivering exceptional experiences to our users.

Role Overview

The Tier 2 Support Manager is responsible for leading the Tier 2 support function, ensuring high-impact issues, bugs, and escalations are accurately tracked, prioritized, and driven to resolution. This role sits at the intersection of Support, Engineering, and Product and works closely with the Head of Customer Support to align on strategy, priorities, and operational execution.

The ideal candidate has deep experience with bug-tracking systems, understands how to triage and prioritize complex issues, and is highly effective at moving the most critical tickets forward.

Key Responsibilities

Ticket Management & Prioritization

• Own the T2 ticket queue and ensure accurate triage, categorization, and prioritization of incoming escalations and bugs.

• Ensure the most critical and high-impact tickets are consistently surfaced, reviewed, and pushed forward.

• Monitor ticket aging, SLA adherence, and escalation paths.

• Establish and enforce standards for ticket quality, reproduction steps, severity, and documentation.

• Identify trends in tickets to resolve the root cause

Bug Tracking & Cross-Functional Coordination

• Act as the primary point of contact between T2 Support and Engineering/Product for bug-related issues

• Ensure bugs are logged clearly, with actionable detail, and tracked through to resolution

• Partner with the Head of CS, Product, and Engineering to align on severity definitions, priorities, and timelines

• Follow up on stalled tickets

Team Leadership & Development

• Manage, coach, and develop a team of Tier 2 support specialists

• Set clear expectations around ownership, urgency, and accountability

• Conduct regular 1:1s, performance reviews, and feedback sessions

• Identify skill gaps and provide training on triage, investigation, and escalation best practices

Collaboration with the Head of Customer Support

• Work in close partnership with the Head of Customer Support to align T2 priorities with broader support strategy

• Provide regular visibility into T2 performance, risks, and critical issues

• Collaborate on process improvements and escalation frameworks

• Serve as a trusted operational partner in driving continuous improvement across the support organization

Operational Excellence

• Create and refine workflows for escalation handling and bug management

• Analyze trends in T2 tickets to identify systemic issues and opportunities for improvement

• Report on key metrics (e.g., ticket volume, backlog health, time to resolution, bug recurrence)

• Drive continuous improvement across T2 processes

Required Qualifications

• 3+ years of experience in customer support, technical support, or operations

• 2+ years of people management experience

• Strong background in bug tracking and issue triage (e.g., Jira, Linear, or similar tools)

• Proven experience prioritizing complex, high-impact issues in fast-moving environments

• Demonstrated ability to manage competing priorities and push critical work forward

Preferred Qualifications

• Experience working closely with Product and Engineering teams

• Familiarity with incident management and escalation frameworks

• Experience supporting technical products

• Strong analytical and reporting skills

Key Skills & Competencies

• Excellent prioritization and decision-making skills

• Strong written and verbal communication

• High attention to detail and operational discipline

• Ability to influence cross-functional stakeholders without direct authority

• Calm and decisive under pressure

Success in This Role Looks Like

• Critical tickets are identified early and consistently driven to resolution

• The T2 backlog is well-managed, with minimal aging and clear ownership

• The Head of Customer Support has clear visibility and confidence in T2 operations

• Engineering and Product trust the quality and prioritization of incoming bugs

• The T2 team operates with clarity, accountability, and confidence