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Product Support Team Manager



Product, Customer Service
Tel Aviv-Yafo, Israel
Posted on Tuesday, November 21, 2023

Similarweb is the leading digital intelligence platform used by over 3500 global customers. Our wide range of solutions power the digital strategies of companies like Google, eBay, and Adidas.

We help our customers succeed in today’s digital world by giving them access to data-driven insights, competitive benchmarks, strategic analysis, and more.

In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!

We’re looking for a Product Support Team Manager to lead our Tier 1 Product Support Team to provide unparalleled support for Similarweb’s cutting-edge product suite.

This role will report to the Director of Product Support.

Why is this role so important at Similarweb?

Our Tier 1 Support Team is the first touchpoint for our paying customers and free users seeking assistance with Similarweb’s suite of products. They also play a key role in providing “internal support” to Similarweb employees who have questions or experience issues with our products. The Product Support Team Manager is instrumental in leading the team to provide outstanding service, with the objective to achieve not only high customer satisfaction and swift resolution times but also a commitment to continuous improvement and consistently aiming to delight our customers.

The Product Support Team Manager forges robust partnerships with our Product, Education, and UX teams, proactively presenting innovative ideas for product enhancements. These suggestions aim to enhance the overall customer experience and strategically minimize recurring tickets.

The Product Support Team Manager also collaborates closely with the Tier 2 team to facilitate a seamless escalation process from Tier 1 to Tier 2. This close partnership ensures optimal efficiency and helps identify areas for improvement.

So, what will you be doing all day?

Your role as part of the Product Support team means your daily responsibilities may include:

  • Leadership and Mentorship: Manage and mentor team members, fostering skill development to deliver best-in-class support to our customers via email and chat.
  • Recruitment: Spearhead the recruitment process for new team members, ensuring a seamless onboarding experience
  • Performance management: Monitor operational activity, including ticket volume, KPIs, trends, and product changes. Analyze team and individual performance, working to enhance efficiency and effectiveness while ensuring continuous improvement in customer satisfaction.
  • Ticket Queue Management: Implement proactive strategies for ticket queue management, ensuring timely and effective resolution of customer inquiries. Develop and refine processes to optimize the ticket workflow, minimizing response times and maximizing customer satisfaction. Collaborate closely with the team to prioritize and address high-priority tickets.
  • Knowledge Base Management: Maintain and expand the Support team's knowledge base. Collaborate with the Education team to ensure customers have access to essential educational materials.
  • Problem management: Manage issues preventively by identifying potential concerns before they materialize. Analyze existing issues for recurring patterns and implement solutions to minimize occurrences, working closely with Product teams for improvement prioritization.
  • Elevate user experience: Lead initiatives to elevate customer satisfaction by identifying and addressing gaps in the customer experience through a comprehensive analysis of qualitative and quantitative feedback.
  • Collaboration with Tier 2 Support: Work closely with the Tier 2 support team to ensure smooth escalations and processes. Facilitate the seamless transition of tickets between the support team and other teams, such as Billing.

This is the perfect job for someone who:

  1. Has a minimum of 2 years of managerial experience, with demonstrated leadership skills, in customer service, preferably within SaaS high-tech companies. Experience in industries such as Cloud Services, SaaS Enterprise products, or B2B software is preferred..
  2. Has native-level English proficiency with exceptional written and verbal communication skills.
  3. Has experience with a support ticketing system, with a strong understanding of how to effectively utilize and navigate these systems, experience in leveraging reporting and analytics, and implementing improvements.
  4. Has proven experience in recruiting and training support specialists, demonstrating an ability to build and develop high-performing teams.
  5. Has a track record in creating and optimizing support processes, as well as collaborating with cross-functional teams.
  6. Has the ability to showcase analytical and problem-solving skills and strategic decision-making in a dynamic environment.
  7. Can demonstrate adaptability, flexibility, and readiness to thrive in a fast-paced, constantly changing environment

*All Similarweb offices work in a hybrid model, so you can enjoy the flexibility of working from home with the benefits of building face to face connections with fellow Similarwebbers.*

About the team

The Product Support team is a global team, with the majority of team based in Israel. Our team operates across two tiers, embodying a vibrant and cohesive group dedicated to fostering a positive and energetic work environment. We thrive on collaboration, problem-solving, and a shared passion for delivering exceptional customer support.

*All Similarweb offices work in a hybrid model, so you can enjoy the flexibility of working from home with the benefits of building face to face connections with fellow Similarwebbers.*

Why you’ll love being a Similarwebber:

You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

You’ll find a home for your big ideas: We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization.

We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.



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