Full-Time Product Support Manager

Blockskye provides next-generation inventory booking, payment, and dynamic expense solutions for the travel and entertainment industries using blockchain. We connect suppliers and corporate buyers with blockchain technology, thereby achieving greater transparency, trust, and efficiency in transaction, inventory and booking management.

The Product Support Manager will be responsible for leading our production support team, ensuring timely resolution of issues, and driving continuous improvement in our support processes.

1. Investigate, analyze, and resolve complex production issues efficiently
2. Manage, mentor, and develop a team of individual contributors to deliver excellent support
3. Develop and optimize support quality assurance processes
4. Lead communication and coordination efforts during high-impact incidents across multiple channels
5. Escalate persistent bug trends to appropriate teams
6. Use data and trend analysis to clearly communicate findings and recommendations to stakeholders
7. Drive continuous improvement initiatives for support processes
8. Build, document, and maintain domain knowledge for the team
9. Collaborate cross-functionally with engineering, product, and other teams

Requirements

• 5+ years of experience in production or frontline support roles
• Experience with Atlassian products (Jira, Confluence, etc.)
• Working knowledge of databases and data querying
• Familiarity with Agile methodology
• Exceptional verbal and written communication skills
• Highly organized with strong work ethic
• Proven ability to work successfully with limited supervision
• Demonstrated skill in prioritizing tasks for various stakeholders
• Experience with CRM systems (FreshDesk, Monday.com, Salesforce, etc.)
• Experience leading and developing teams
• Strong problem-solving skills and attention to detail

Bonus Qualifications

• Travel industry knowledge
• Experience in the fintech sector
• Background in incident management
• Technical troubleshooting expertise

Salary Description

$90-115K

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