Product Support Manager, Trilogy (Remote) - $60,000/year USD

Crossover is the world's #1 source of full-time remote jobs. Our clients offer top-tier pay for top-tier talent. We're recruiting this role for our client, Trilogy. Have you got what it takes?

The tech industry is plagued by frequent product outages, operational inefficiencies, and reactive customer support that leaves users frustrated and dissatisfied. Data shows that downtime costs companies an average of $5,600 per minute, yet many still struggle with slow issue resolution and a lack of cross-team coordination.

At Trilogy, we do things differently. We’ve built a fast-paced, accountability-driven culture where autonomy reigns. You won’t just be resolving issues; you’ll be taking full ownership of product health. Every decision you make directly impacts the reliability of our products and the satisfaction of our customers. Our approach is proactive, rather than scrambling to fix what’s already broken. If you’re the type who thrives on strategic thinking and operational excellence, this is where you can shine.

This isn’t a support role where you’re just checking off tickets. You’ll be running the entire show when it comes to product operations. You’ll triage incoming requests, troubleshoot real-time issues, and make fast, high-impact decisions every single day. This role demands someone who’s comfortable with autonomy and thrives on the challenge of keeping a product healthy in a high-pressure environment. If you love making quick, strategic decisions that directly impact the product’s success and reliability, you’ll thrive here.

As part of the Trilogy team, you’ll be the operational linchpin, working across teams to ensure that our products run smoothly and our customers are happy. Your work will be visible, and your impact will be immediate. If you’re ready to take full ownership of product health, make autonomous decisions, and solve problems at lightning speed, we want you. Apply today and be the driving force behind the reliability and success of Trilogy’s products.

What You Will Be Doing

• Product Issue Resolution: Addressing outages, technical issues, and general operational tasks.
• Product Documentation and Knowledge Management: Updating product-specific documentation and maintaining knowledge bases.
• Client Reporting and Check-ins: Executing daily and weekly product deliveries and conducting regular check-ins with customers
  
  

Product Support Manager Key Responsibilities

• Ensure the healthy operations of Trilogy's products by effectively managing a fast-paced environment with multiple priorities, quickly resolving product-related issues, and proactively communicating and problem-solving across teams to maintain product reliability and customer satisfaction.
  
  

Basic Requirements

• Previous experience in a product operations, technical support, or project management role, with a focus on SaaS environments
• Experience maintaining and updating product documentation and knowledge bases
• Familiarity with generative AI tools, such as ChatGPT, Claude, and Gemini
  
  

About Trilogy

Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today's modern cloud-based stack. Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds.

There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!

Working with Crossover

This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.

What to expect next:

• You will receive an email with a link to start your self-paced, online job application.
• Our hiring platform will guide you through a series of online “screening” assessments to check for basic job fit, job-related skills, and finally a few real-world job-specific assignments.
  
  

Important! If you do not receive an email from us:

• First, emails may take up to 15 minutes to send, refresh and check again.
• Second, check your spam and junk folders for an email from Crossover.com, mark as “Not Spam” since you will receive other emails as well.
• Third, we will send to whatever email account you indicated on the Apply form - by default, that is the email address you use as your LinkedIn username and it might be different than the one you have already checked.
• If all else fails, just reset your password by visiting https://www.crossover.com/auth/password-recovery if you already applied using LinkedIn EasyApply.
  
  

Crossover Job Code: LJ-5434-NG-Lagos-ProductSupport