Product Support Manager

Patch is seeking an experienced and dedicated product support manager to help us scale our rapidly growing hyperlocal news organization. We need help supporting our team of offsite news and listings editors as they work with our custom-built CMS and other internal software. To this end, you will build out a team, work closely with our technical and management staff, and set policies and procedures required to serve our users and scale the business.

You should have at least three years’ experience supporting web-based applications. As this is the first such position, you should be ready to hire and manage a growing team, as well as set best-practices and policies around all areas of product support. It’s important to be an excellent communicator and work well with technical and business teams.

Requirements include:

- Troubleshooting bug reports from internal users

- Working closely with technical staff to solve user problems

- Provide training and support for new feature releases

- Building the right support team as we grow

- Implementing support policies & best practices

This is a full-time position in our NYC office. No recruiters, please.