Lead and develop a product support organization, optimizing workflows and collaborating cross-functionally to improve customer support. Drive adoption of support technologies and manage incident processes.
At Neostella, we take a customer-centric approach and use cutting-edge technologies to deliver solutions to meet the unique needs of our clients’ business. Our offerings include Neodeluxe Legal Solutions, Work-Relay process and workflow solutions for Salesforce, Robotic Process Automation, and Application Integration. In order to continue our growth, we are seeking a Director of Product Support to lead our multi-tiered product support function and ensure best-in-class service delivery across all levels of customer engagement. In this leadership role, you will oversee Tier 1 (Support Coordinators) and Tier 2 (Technical Support Specialists) with the help of your Support Coordinator, managing people, processes, and tools to deliver efficient, customer-focused, and technically sound resolutions.
You’ll play a critical role in aligning support operations with our product roadmap, customer experience goals, and company growth strategy—particularly in the legal technology domain where reliability, precision, and user trust are key. Curious what your day would look like as Director of Product Support? Check out the details below!
Key Responsibilities:
- Lead and develop a high-performing product support organization, overseeing Tier 1 and Tier 2 teams to ensure operational excellence, scalability, and alignment with business goals.
- Define and optimize support workflows, SLAs, and escalation procedures that promote fast, accurate, and empathetic resolution of customer issues.
- Collaborate cross-functionally with Product, Engineering, Customer Success, and QA teams to identify root causes, drive product improvements, and proactively address customer pain points.
- Implement and maintain KPIs, dashboards, and reporting to measure team performance, customer satisfaction (CSAT, NPS), and operational efficiency.
- Foster a culture of continuous learning and improvement by mentoring team leads, building career paths, and supporting ongoing training and knowledge management initiatives.
- Drive the adoption of support technologies, including ticketing systems (e.g., Zendesk, Freshdesk), knowledge bases, automation tools, and chatbots.
- Ensure 24/7 or follow-the-sun support coverage strategies (as applicable), with clear handoff processes and communication standards.
- Own the customer incident management process, including communication protocols for high-impact issues and post-mortem reviews.
- Partner with Product and Engineering to represent the “voice of the customer” and advocate for supportability in product design.
- Monitor and manage support backlog, ensuring timely response and resolution in accordance with contractual obligations and service levels.
- 8+ years of experience in product or technical support, with at least 3+ years in a leadership role managing multi-tiered support teams.
- Proven track record of scaling support operations in a B2B SaaS, enterprise software, or legal tech environment.
- Strong understanding of support best practices, including ITIL framework, incident response, and escalation workflows.
- Experience working closely with product and engineering teams on issue resolution, product releases, and support readiness.
- Excellent people leadership skills with the ability to coach, motivate, and develop cross-functional support teams.
- Proficiency with support tools (e.g., Zendesk, Salesforce Service Cloud, Jira, Confluence, etc.) and support analytics/reporting.
- Customer-first mindset with a passion for delivering exceptional support experiences.
- Strong communication, problem-solving, and organizational skills.
- Bachelor's degree in Business, Computer Science, Information Systems, or a related field; technical certifications or MBA a plus.
Preferred:
- Experience in a legal technology or compliance-driven SaaS company.
- Familiarity with data security and compliance standards (e.g., SOC 2, GDPR, HIPAA) as they relate to support processes.
- Experience with global support models and multi-region team structures.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Paid Time Off (Vacation & Holidays)
- Training & Development
- Work From Home
- Travel Bonus
- Maternity & Paternal Leave
Top Skills
Confluence
Freshdesk
JIRA
Salesforce Service Cloud
Zendesk
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