Product Support Manager

TL;DR

Product Support Manager (SaaS): Building internal support operations infrastructure at the intersection of Product and Engineering teams with an accent on triage systems, knowledge management, and operational excellence. Focus on designing ticketing workflows, monitoring SLAs, building dashboards for data-driven insights, and fostering cross-functional partnerships to shield engineering from operational noise.

Location: Hybrid in Zurich, Switzerland (office on Thursdays)

Company

Fast-growing insurtech revolutionizing employee insurance with technology-driven solutions that reduce manual work for employees, doctors, HR, and payroll managers.

What you will do

• Set up internal service desk infrastructure including ticketing workflows, routing, and data tracking.
• Handle L1/L2 support requests, troubleshoot, and triage issues for internal teams.
• Define and monitor SLAs for response times and issue ownership.
• Build dashboards for ticket analysis and share insights with Product and Engineering.
• Develop playbooks and guides to enable self-service for common issues.
• Bridge operational teams with Product/Engineering to improve processes.

Requirements

• Minimum 5 years in product support, technical support, or support operations, preferably in fast-scaling SaaS/tech.
• Experience building or overhauling support desk infrastructure (ticketing, workflows, escalations).
• Hands-on with ticketing platforms like Jira Helpdesk, Zendesk, Linear.
• Analytical skills for dashboards and process improvements.
• Technical literacy for troubleshooting, logs, APIs, debugging.
• Strong communication and stakeholder management.
• Self-directed, comfortable with ambiguity and building from scratch.
• Product-first mindset balancing user needs and engineering constraints.

Nice to have

• Proficiency in German

Culture & Benefits

• Hybrid flexibility with remote work and Zurich office (Thursdays team day).
• Home office stipend (CHF 200 one-off), monthly internet allowance.
• Flexible hours, annual learning budget (CHF 1,500).
• 27 days paid vacation, wellness budget, mental health support.
• Monthly team events, bi-annual retreats, SBB half-fare card.
• Parental leave, digital nomad option after 3 years (location reviewed).

Hiring process

• 30-min motivation interview with Talent Acquisition.
• Role fit discussion with Hiring Manager.
• Case study or technical assessment.
• Culture connect and final discussions on values and vision.