WHAT IS BOX?
Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.
By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.
WHY BOX NEEDS YOU
The Product Support Team’s mission is to quickly understand, resolve, and prevent issues for Box Admins, Users, Developers, and Partners, helping them solve business problems and become Box advocates.
Product Support covers the entire Box portfolio by working directly with end users, admins, and developers on break/fix troubleshooting, usage guidance, and proactive prevention. As the platform evolves, Product Support shapes customer experience, product quality, and internal feedback loops.
Product Support Managers lead a Swarm of 7–10 specialists focused on specific product areas. They own operational outcomes and people development, ensure the right tools and processes are in place, and act as escalation points for customers and internal teams.
WHAT YOU’LL DOAs our customer base grows and our product offerings continue to evolve, we’re looking for a Product Support Manager to help deliver both customer delight and agent success.
In this role, you will:
- Establish, track, and achieve Swarm and Agent goals and metrics (TTR, CSAT, quality, productivity).
- Own Swarm performance insights and outcomes through weekly, monthly, and quarterly business reviews.
- Provide Voice of Customer and Voice of Agent insights to Product and Engineering teams by delivering clear, data-backed feedback that supports prioritization and decision-making.
- Execute Case QA, review results with team members, and establish actionable coaching plans.
- Support team member growth within the Swarm and across roles through consistent coaching and development conversations.
- Leverage AI-powered tooling and insights to improve support quality, efficiency, and agent experience, and help teams adopt new workflows effectively.
- Partner with teams to identify opportunities where automation, AI, or workflow improvements can reduce friction for customers and agents.
- Execute regular 1:1s and performance management processes, including feedback, evaluations, and development planning.
- Build and maintain strong partnerships with Product Managers and Engineering teams, serving as a point of contact for escalations, proposed changes, general questions, and crisis events.
- Support customer escalations originating from Account and Sales teams.
- Partner closely with Team Leads (Content and Quality Leads) to:
- Drive KCS updates and knowledge health
- Execute QA programs
- Deliver ongoing enablement tailored to each Swarm
- Align with Team Leads on content quality, learning priorities, and support consistency across the Swarm.
- Identify and escalate staffing or resourcing needs that impact the ability to meet business objectives.
- Work with the Swarm to develop action plans for long-open or complex cases.
- Coach, support, and develop Team Leads in their roles as owners of content, quality, and enablement for the Swarm.
WHO YOU ARE
You are a hands-on Product Support Manager for a SaaS business who leads, develops, and empowers a high-performing support team.
- Drive team collaboration and solve complex customer problems.
- Own performance management: coach, train, assess, and develop agents; create a supportive, challenging environment that enables growth.
- Translate technical issues and performance data into concise, data-backed updates for executives.
- Manage escalations and ensure consistent, professional customer communication that builds trust.
- Operate effectively in fast-paced, client-facing settings; troubleshoot and resolve issues directly when needed.
- Evaluate, adopt, and coach teams on AI-assisted support tools and workflows.
- Collaborate across support tiers, product, engineering, and other functions to improve outcomes and processes.
- Advocate for the team using data and frontline insights; escalate risks and propose solutions.
- Mentor agents to improve investigations, customer messaging, and first-contact resolution.
- Maintain strong ownership, accountability, empathy, and adaptability when products or processes don’t meet customer expectations.
- Familiarity with APIs or developer-facing products is a plus.
Here's the Fine Print
- Bachelor’s degree or equivalent practical experience.
- 2+ years of people management experience, with a demonstrated ability to coach, develop, and retain high-performing teams.
- 4–6 years of experience in a customer-facing role, preferably in a SaaS or technology-driven environment.
- Proven ability to collaborate cross-functionally and influence stakeholders at multiple levels of the organization.
- Strong customer empathy and a customer-first mindset.
- Comfort operating in ambiguity within a fast-paced, evolving environment.
- Experience with support and collaboration tools such as Zendesk, Jira, and Confluence is a strong plus.
- Familiarity with API-driven products or technical integrations is a plus.
- Experience building, interpreting, and communicating insights from multiple data sources.
- Strong written and verbal communication skills.
Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 3 days per week.Your Recruiter will share more about how we work and company culture during the hiring process.
At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!
EQUAL OPPORTUNITY
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and independence of people with disabilities and is committed to giving them the same opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.
Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.
Notice to applicants in Los Angeles: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance. The Fair Chance Ordinance is provided here.
Notice to applicants in San Francisco: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance. The Fair Chance Ordinance is provided here.
For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.
Box is committed to fair and equitable compensation practices. Actual base salary (or OTE if commissionable role) is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information on benefits, check out our healthcare benefits and additional Box Benefits + Perks.
In accordance with OFCCP compliance, here is the Pay Transparency Provision.
Top Skills
What We Do
Box (NYSE:BOX) is the leading Content Cloud, a single platform that empowers organizations to manage the entire content lifecycle, work securely from anywhere, and integrate across best of breed apps. Founded in 2005, Box simplifies work for leading global organizations, including AstraZeneca, JLL, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia. Visit box.com to learn more. And visit box.org to learn more about how Box empowers nonprofits to fulfill their missions.
Why Work With Us
We have an inclusive culture that is based on development and growth. We value our people as individuals and know that they can make an impact when properly empowered. We fill 30% of all of our open positions with internal people. Everyone is an owner and we are candid with each other in order to learn.
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