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. Our solution is governed by industry stakeholders with a focus on supplier and corporate buyer participation. This inclusive approach has enabled us to deploy blockchain fairly quickly within the industry. We believe in inter-enterprise, real-time accounting integrations as a foundation for distributed ledger technology, private, and public blockchains.

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. This role requires a strong technical background, exceptional leadership skills, and the ability to thrive in a fast-paced startup environment.

Responsibilities:

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

• 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

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Blockskye is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.

Please note, this role is open to candidates located in the Central or Eastern time zones. The final salary will be based on the candidate’s experience and skill set. Initial offers are typically made within a range appropriate to experience and qualifications.