Governance & Risk Lead at Chain IQ responsible for S2C and P2P service delivery excellence. Collaborating closely with internal teams to manage risks and ensure quality compliance.
About the role
- EMEA Product Support Manager leading a team of support professionals for a modern SaaS platform. Overseeing operations, collaborating with product teams, and ensuring customer value and workflows.
Responsibilities
- Lead, coach, and develop a team of Product Support professionals operating in a SaaS-first support model.
- Oversee daily support operations, ensuring customer requests are handled efficiently and consistently in line with SaaS service standards.
- Serve as an escalation point for complex or high-impact customer issues, balancing customer needs with product capabilities.
- Collaborate closely with Product and Engineering teams to provide actionable insights based on customer usage, support interactions, and operational data.
Requirements
- At least 3 years of experience leading or managing teams in a technical support or customer support environment, with experience supporting SaaS products.
- Strong people leadership skills with a proven ability to coach, motivate, and develop teams.
- Experience operating in a consultative support model, focused on workflows, adoption, and customer value.
- 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.
Benefits
- Comprehensive health, dental, and vision plans
- Parental leave for primary and secondary caregivers
- Flexible work arrangements
- Long-term incentive program
- Training investment program
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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