Manager, Product Support

Bullhorn is a fast-paced organization focused on creating an incredible customer experience. The Manager of Product Support is responsible for leading a team to ensure exceptional customer interactions and managing performance through coaching and development.

Responsibilities:

• Managing performance of team members - driving for results through data analysis, observations/inspections, root-causing behaviors, behavior-based coaching, developing and executing improvement plans
• Owning escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps. Managing communication with professionalism and urgency to our client's executive leadership, tactfully delivering difficult messages as needed
• Overseeing the daily operations of the Product Support team, ensuring that customer cases are handled promptly and effectively. Proactively identifying & addressing concerns
• Assisting with the execution of cross-functional projects and escalations, bringing creative solutions to the project goal, the problems observed, or the customer issue at hand
• Reinforcing organizational goals, updating, and executing against change initiatives to drive alignment and buy-in
• Hiring and developing exceptional talent who complement our existing team
• Carrying out quality assurance for your team to ensure we’re providing a consistent experience to our customers

Requirements:

• 3-5 years of experience in leadership, preferably in a customer experience-focused role in a SaaS-based company
• Enjoy working in a fast-paced, high-performance environment where the team will be asked to deliver continuous improvement
• Love interacting with people and have a proven track record of delivering incredible customer experiences through client/customer-facing interaction
• Champion of change; socializing and enrolling others' buy-in and support
• Passionate about inspiring & motivating a team; creating an incredible employee experience, where every employee has a sense of belonging, a voice that is heard, and a clear path to success
• Strong communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and cross-functional partners
• Excellent problem-solving skills, with the ability to think critically and make data-driven decisions
• Can execute through ambiguity in a creative & strategic manner
• Exhibit a certain level of curiosity about how a problem occurred and you're interested in seeking out a solution
• Staffing industry experience
• Experience in the SaaS industry or with cloud-based software solutions
• Proven track record of managing support teams and improving support processes
• Interest and/or understanding of AI