About Osano:
Osano is an innovative B-Corporation built around a simple belief: privacy is a fundamental right. Since day one, we’ve been focused on giving modern enterprises the ability to innovate quickly, stay competitive, and earn customer trust by respecting data privacy and complying with consent guidelines. Our products help organizations operate confidently in a rapidly evolving regulatory and technological landscape.
About the Role:
We’re looking for a Manager of Product & Customer Support to lead and scale our support function as we grow.
This role is both strategic and hands-on—you’ll act as a player-coach, leading a small but high-impact team, managing the support system, and directly engaging in tickets, escalations, and technical troubleshooting.
You’ll be responsible for building the systems, processes, and tooling that allow Support to scale efficiently—without simply adding headcount—while ensuring a high-quality customer experience.
This position is ideal for someone who thrives in fast-paced SaaS environments, enjoys solving complex technical problems, and is energized by building structure where it doesn’t yet exist.
Responsibilities:
Support Operations & Scaling
Own and manage the support ticket queue and day-to-day operations
Define, track, and improve key support KPIs (FRT, CSAT, resolution time, backlog)
Build scalable processes and workflows to support growth without increasing headcount
Identify and implement automation across triage, routing, and resolution
Technical Troubleshooting & Escalation
Act as a senior escalation point for complex technical issues
Diagnose front-end, browser, and integration-related issues
Support API troubleshooting and technical debugging
Design and improve escalation workflows across Support, Product, and Engineering
Tooling & Systems (DevRev Ownership)
Lead implementation and optimization of DevRev (or similar tools)
Build dashboards, reporting, and operational visibility into support performance
Continuously improve tooling to increase efficiency and insight
Team Leadership (Player-Coach)
Manage and coach a small team of Support ICs
Provide mentorship, feedback, and performance guidance
Balance leadership responsibilities with hands-on ticket ownership
Cross-Functional Collaboration
Partner closely with Product, Engineering, and Customer Success
Strengthen feedback loops between customer issues and product improvements
Influence product decisions through support insights and trends
About You:
You’re curious, self-directed, and motivated to learn quickly
You thrive in ambiguity and create clarity for others
You’re calm under pressure and strong in customer escalations
You’re both a leader and operator—comfortable coaching and doing
You lead with empathy, accountability, and a strong customer-first mindset
You’re excited about building responsible, scalable systems
Must-Haves:
5+ years in technical support or similar within a SaaS environment
2–3+ years of experience managing support teams or ICs
Proficiency in JavaScript, HTML, and CSS (debugging level)
Ability to troubleshoot client-side and browser-based issues using developer tools (console, network, etc.)
Strong understanding of API calls, integrations, and how systems interact
Experience working within technical support queues and managing ticket workflows
Experience with support tools (Zendesk, Jira, HubSpot Support, DevRev, or similar)
Familiarity with AI tools (e.g., ChatGPT) to improve troubleshooting efficiency and workflows
Ability to work cross-functionally with customer, product, and engineering teams.
Nice-to-Haves:
Privacy, security, or compliance SaaS support experience
Experience with mobile SDKs (iOS and/or Android)
Server-side or backend experience (APIs, integrations, systems architecture)
Deeper expertise in JavaScript frameworks or advanced debugging techniques
Experience supporting technical implementations or customer integrations
Experience building automations or scripting for support workflows
Familiarity with project management tools (Airtable, Airfocus, Jira, etc.)
Experience owning knowledge bases, in-app support, or customer education resources.
Why Us:
We're a welcoming team that's dependable, curious, moves fast, and full of talented people
We're a B-corporation with a mission that matters, in a high-growth space with significant potential
You'll become a privacy expert, including the opportunity to obtain your Certified Information Privacy Manager credential
You'll have access to our training program, well-defined career paths, and a leadership team that values professional development
Benefits:
Competitive-pay compensation and ownership interest/equity
Unlimited paid time off, plus a requirement to take at least two weeks off per year
We're a Best Place for Working Parents and offer paid parental leave for all new parents
Osano sponsors individual premiums on base plans at 100% and dependent premiums at 50% for Medical, Dental, and Vision insurance via Aetna
A fully and permanently remote company so you can work from anywhere in the U.S.
Receive a MacBook and $600 to craft your home workspace
Annual company trip designed to foster connection, creativity, and fun
Mental health benefits with free memberships to mindfulness and talk therapy services
A Bit More About Osano
Osano is a leading data privacy platform that helps organizations quickly and confidently comply with laws like GDPR, CCPA, and other global privacy regulations. From consent management to vendor risk monitoring, Osano makes complex privacy tasks refreshingly simple, so companies can focus on what they do best, while we handle the rest.
We’re backed by top-tier investors including Baird Capital, Jump Capital, and LiveOak, and we’re scaling fast with a multi-year runway and ambitious growth plans. We’ve also been recognized as a Great Place to Work for four years running, with 97% of employees saying Osano is a great place to work.
As we grow, we're looking for individuals who lean into modern technologies and smarter systems to drive efficiency, clarity, and speed; both in our product and in how we operate. If you're excited by the idea of helping build a high-growth, privacy-first company that embraces thoughtful automation, emerging tech, and intentional collaboration, we’d love to hear from you.
Osano is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by applicable law.
