​* Simple Staffing is hiring for this position on behalf of Tekmetric * What You'll Do As a Manager of Product Support, you will lead our Product Support department with the goal of driving successful outcomes and long-term customer satisfaction. As an empathetic and dynamic leader, you will combine business acumen, executive presence, and leadership skills with a pursuit of quality and delivery excellence. You know what it takes to provide world-class customer support, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including response times, CSAT, NPS, and renewal rates).  You will be responsible for: - Maintaining best in class SLA’s for customer support communication channels, including phone, chat, and email - Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance - Driving operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score), and with fewer resources. - Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships.  - Gathering results, analysis, quality control metrics, client feedback, questions, audit results, and other forms of output in order to monitor, manage, and implement additional training and support services as required to ensure the highest quality of services to the customer.  - Working collaboratively with internal stakeholders such as product, sales, and other departments, along with external partners, to build customer success programs for new product offerings. - Partnering cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget. - Leading collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved What You’ll Bring - 3+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment.  - Expertise in customer service operations, processes, and infrastructure in support.  - Experience in addressing customer needs by leveraging AI tools. - Ability to gain a deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.  - Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction.  - Experience successfully recruiting, building, training, and promoting world-class teammates. - Excellent collaboration skills and team focus. - Zendesk experience is a plus.

• You hold overall responsibility for the further development and optimization of our products. • You identify market trends, conduct competitive analyses, and develop precise customer personas. • You translate customer needs and feedback into concrete, scalable product strategies and roadmaps. • You lead and develop the marketing team and establish clear structures and processes. • You are responsible for end-to-end product development: from concept to rollout. • You optimize existing products through continuous analysis of usage data. • You work closely with the CEO, Customer Success, and the Consulting team to enable sustainable growth. • You support the Consulting team as a closer in sales conversations when needed. • You provide the marketing team with product insights for launch campaigns and actively support social media management and copywriting.

• Lead a small team of designers and developers (with access to analytical and research resources). • Design and scale features like Pandy AI Tutor to provide 24/7, judgment-free speaking practice for students across various proficiencies. • Own the roadmap for current and future gamified worlds, focusing on LLM based learning mini-games that reinforce curriculum-aligned vocabulary and grammar. • Use AI to create adaptive learning paths that adjust game difficulty and content in real-time based on a child’s performance in both live classes and self-study. • Work with engineering to refine Speech-to-Text and AI prompting logic to maximize student speaking time—aiming for the high-engagement levels seen in AI-only learning models. • Design and manage the "Economy of Fun," including avatars, star rewards, and other gamification features that compete for a child's attention against mainstream apps. • Work closely with designers, engineers, curriculum developers, and teacher operations to turn user insights into high-quality educational content and engaging UX.

• Define and execute the product strategy and roadmap, driving adoption and customer success • Lead the evolution of USM as the modern, cloud-native management and observability surface for Confluent Platform and Confluent Private Cloud • Drive the Control Center roadmap, balancing maintenance of the existing product with the strategic migration path toward USM • Own the observability story for self-managed Confluent — including metrics integration with third-party monitoring systems (e.g., Dynatrace, Datadog, Prometheus) • Collaborate closely with engineering, design, field, and support teams to deliver capabilities that reduce operational burden for customers • Measure and report on product adoption, customer satisfaction, and business impact • Partner with GTM teams to enable field communication, customer onboarding, and competitive positioning