Manager, Customer Support

The Support Manager should be organized, attentive to details, and meet all of our department goals and metrics. The Product Support Manager informs their Manager of issues regarding personnel, performance, client perception, and project status, and works closely with Global teams to ensure consistent, high quality service. The Product Support Manager is also responsible for the professional development of their reports.  

As part of a global SaaS support organization, this role requires a high degree of schedule flexibility to ensure strong collaboration and leadership alignment with US-based counterparts. While the position is based in EMEA (Poland) and operates under a task-based work model, there is an expectation that the majority of the working week (approximately 80%) will provide meaningful overlap with US business hours. 

Working hours may vary depending on business needs, team coverage requirements, and cross-regional priorities. This flexibility enables effective partnership with global stakeholders, real-time decision-making, and seamless support operations across regions. 

Role Responsibilities 

• Oversee team response to customer incidents and requests on a daily basis   

• Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer incidents and requests; attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data    

• Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis   

• Proactively monitor staff phone availability and make dynamic changes to schedules to continuously meet service level objectives 

• Manage toward Customer Support KPI’s 

• Work closely and collaboratively with US teams to provide extended global support hours     

• Oversee team as they provide complex responsive support to clients during normal business hours when scheduled for early and late shifts and as identified for on-call or as requested by management; early/late shifts. Minimal On-call shifts are   

• Oversee team as they complete all daily tasks and projects as requested, on-time, and with attention to detail and quality    

• Provide excellent customer service using the communication methods designated by Relativity    

• Provide direction and apply company policies to broader team(s) or sub-department 

• Translate business objectives and determines how to use resources to meet schedules and goals 

• Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends 

• Coach and develop employees to expand upon their technical and Relativity related skill sets.   

• Develop and administer schedules and performance requirements 

Preferred Qualifications 

• Client-focused and ability to understand expectations          

• Professional written and verbal communication skills          

• Ability to manage multiple tasks and projects with ease   

• Experience leading or managing a team at a call center or help desk 

• Experience with ITIL standards and best practices 

• Experience with Relativity is a plus, but not necessary 

• eDiscovery/eDisclosure knowledge and industry experience is a plus, but not necessary 

• ITIL Foundations certification is a plus, but not necessary 

Minimum Qualifications 

• At least three years effectively leading a team or department