Why This Job is Featured on The SaaS Jobs
Product Support leadership remains a core differentiator in SaaS, especially for platforms where customer experience depends on reliability across releases, integrations, and usage at scale. This role sits at the intersection of a cloud product and the operational reality of supporting it, with explicit linkage into a global support organization—an increasingly common model for mature, multi-region SaaS vendors.
From a SaaS career perspective, managing support in this environment builds durable operating skills: translating recurring customer issues into measurable service performance, running coverage and scheduling against demand, and developing team capability as products evolve. It also provides sustained exposure to how cloud platforms are adopted and where friction emerges—knowledge that transfers well into Customer Success operations, Support Ops, or cross-functional roles with Product and Engineering.
This position is best suited to an experienced support leader who enjoys structured execution: setting clear KPIs, coaching through escalations, and improving processes without losing sight of customer outcomes. It will appeal to professionals who prefer working through global stakeholder alignment and who want to deepen platform-level understanding while leading a locally based team in Switzerland.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Manager, Product Support
Location: Zurich, Switzerland
This position requires that the candidate selected be resident of Switzerland.
Job Summary:
The Product Support Manager will be responsible for the work activities, skill development and administration of the Genesys Cloud Product Support team based in Switzerland. Daily functions will include but are not limited to managing team assignments and scheduling, ensure teams are adequately trained and well prepared to support our Genesys Cloud Customers, provide coaching as warranted, work as part of a Global Team to ensure that Key Performance Indicators are implemented and achieved.
In the Product Support Manager role, the successful candidate will report to the Director, Product Support EMEA. The goal of the role is always to provide the best customer experience for our customers and partners.
In this role, the primary responsibilities will include (but are not limited to):
Provide oversight and leadership for the Product Support team.
Manage the Product Support team in Switzerland to ensure efficiency of work allocation, focus and status.
Gain and maintain a high-level knowledge of all aspects of the Genesys Cloud Platform and Products.
Provide Escalation Support, working directly with customers in finding solutions to their issues.
Provide team administration and performance reviews.
Support hiring and on-boarding process for new team members.
Manage team performance to targeted Key Performance Indicators.
Introduce and maintain continuous performance process and standards.
Work with the Global leadership of Product Support to deliver on goals and objectives.
Ensure team are adequately trained to maintain strong technical understanding and proficiency in Genesys Cloud.
Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support.
Qualifications:
BS/MS/BA or equivalent.
Good verbal/written communication, presentation, and interpersonal skills. Demonstrated ability to interact with internal and external customers.
At least 8 years of industry experience with 3+ years of hands-on management experience in leading customer facing support teams.
Ability to develop and maintain excellent colleague and Genesys relationships.
Strong leadership and team management ability.
Competencies:
5 years relevant Supervisor and/or Manager experience.
Works with specific measurable objectives requiring operational and planning skills, with minimal direct supervision.
Established procedural, systems and process knowledge at the execution and tactical level.
Effective in making decisions (including timely decisions) within their unit with sufficient latitude.
Translates department's goals and objectives into defined metrics and delegates as required.
Manages and reports performance metrics (and related issues).
Looks for opportunities for continuous process improvements.
Accepts accountability for self and department.
Manages with EQ as a successfully demonstrated skill.
Designs and delivers communications that convey a clear understanding of the unique needs of different audiences.
Creates a climate where employees are motivated to do their best to meet their objectives.
Builds relationships within and outside their team to get work done at both the department and organization levels.
Maneuvers comfortably through complex processes, and people-related organizational dynamics.
Handles conflict situations effectively and efficiently with minimum work disruption.
Gains confidence and trust of others through honesty, integrity, and authenticity.
Steps up to address difficult issues, saying what needs to be said in an objective and solution-driven manner.
Demonstrates self-awareness and is open to feedback as a productive insight into personal strengths and weaknesses.
Acts in building effective teams.
Steps up to lead and manage team.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
