Manager, Product Support

Build Your Career at Canto Where Innovation Meets Impact

At Canto were not just transforming digital asset managementwere creating a workplace where talented individuals can thrive. As a leader in DAM we empower businesses to organize manage and distribute their digital assets seamlessly. With4000 customers worldwide our success is driven by passionate people who bring creativity collaboration and innovation to everything they do.

Joining Canto means becoming part of a dynamic team where your contributions truly matter.

We foster a culture of continuous learning open communication and hands-on impact. Here youll have the opportunity to take on exciting challenges develop your skills and grow alongside a company thats making waves in the industry. We believe in supporting our team members valuing fresh ideas and celebrating every success together.

If youre looking for a career where you can make a difference expand your expertise and be part of a global community Canto is the place for you. Were growing fast and looking for driven individuals who are ready to shape the future with us. Come build something great at Canto!

Job Title: Manager Product Support

Location: Ireland Based Preferably Cork

Role Overview:

We areseekingan experienced and dynamic EMEA Manager of Product Support to lead our support teamslocated in Ireland and Germany. This role is critical in ensuring the delivery of world-class support to our diverse customer base in the EMEA region driving operational excellence and fostering a culture of continuous improvement within our support teams.

The ideal candidate will have a strong background in Productsupport managementa passion for leadingadiverse teamand a strategic mindset to drive continuous improvement.Cross-departmental collaborationwith Product and Engineering teamsis crucial in this role to ensurea highcustomer satisfaction and experience.

What youll be doing:

• Manage and develop the Tier 1 and Tier 2 support teams in Ireland & Germany fostering a high-performance culture.
• Implement strategic initiatives to enhance customer support and satisfaction within the EMEA region.
• Support the teams adoption of new initiativesbydemonstratingstrong change managementskills.
• Develop and implement best practices policies and processes to enhance product support operationsbothin your regionandglobally.
• Leverage AI to optimizesupport processes improve response times and enhanceteam efficiency.
• Act as an escalation point for complex support cases and work closely with teams to resolve issues.
• Collaborate cross-functionally with Product Support leadership Account Management Customer Success Product and Engineering teams
• Oversee the development and maintenance of theglobalknowledge base ensuring it is comprehensive andup-to-date.
• Establish knowledge management as the foundation for implementing AI-driven solutions and enhancing self-service options enabling more efficient and effective customer support experiences.

Qualifications & Experience needed to be successful in this role:

:

• 6 years of experience inProductsupport or service managementinaSaaS business with at least3years in a leadership role.
• Proven track recordof managing anddeveloping high-performingremote & on-sitesupportteams acrossmultipleEuropeancountries.
• Strong understanding of support operations processes and best practices.
• Proven technical expertiseand experience in an AWS environment with a solid understanding of its tools and services.
• An open mindset towards AI technologies with a willingness to explore and implement AI-driven solutions to enhance support operations.
• Excellent communication leadership and interpersonal skillsas well as excellent written and verbal communication skills.
• Ability to work in a fast-paced dynamic environment and manage multiple priorities.
• Experience with customer support software(likeZenDesk) including AI-driven solutions.

Preferred:

• Experience witha DigitalAssetManagementplatform.
• ExperiencewithZenDeskChurnZeroorSalesForce.

Why Canto is the Place to Be!

Ignite Your Potential Join a fast-growing company where innovation and agility fuel success.

Make an Impact Your ideas and efforts directly shape our futureevery contribution matters.

Learn Grow Thrive Gain real-world experience and develop new skills as we scale.

Stronger Together Be part of a close-knit supportive team that values collaboration and camaraderie.

Your Voice Matters We foster open communication and transparency so every idea is heard.

Turn Challenges into Triumphs Solve meaningful problems with creativity and confidence.

Balance that Works for You We believe success comes from a healthy work-life harmony.

Endless Growth Potential As we rise so do you. Step into new opportunities and grow with us.

A Global Perspective Work alongside diverse talented colleagues and broaden your horizons.

Come be part of something excitingyour future starts here!

Canto is an Equal Opportunity Employer. Were committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race color religion gender identity sex sexual preference sexual identity pregnancy national origin ancestry citizenship age marital status physical disability mental disability medical condition military status or any other characteristic protected by local law or ordinance.