Senior Manager, Product Support

RealTruck, Inc. is a premier manufacturer and digital destination for accessories serving truck, Jeep®, Bronco® and off-road enthusiasts worldwide. The Senior Manager of Product Support will lead and develop the product support team, set strategic direction, optimize support operations, resolve complex product issues, and collaborate with Product, Engineering, and Quality Assurance teams to improve customer and product outcomes.

Responsibilities:

• Lead, mentor, and empower a high-performing product support team, ensuring the team is aligned with the organization’s broader goals and equipped to resolve complex product issues effectively
• Provide strategic oversight for the team’s professional development, driving initiatives to continuously upskill and grow the talent pool
• Establish a culture of innovation, accountability, and customer-centricity while driving team performance through regular reviews, coaching, and leadership
• Develop and execute long-term strategies for product support that not only address current customer needs but anticipate future challenges and opportunities in product usability and support delivery
• Drive a shift toward proactive support, identifying and resolving potential issues before they impact customers and enhancing overall customer satisfaction
• Ensure seamless execution of support processes, balancing efficiency with high-quality technical support tailored to customer needs
• Establish and track key performance indicators (KPIs) to measure the success of product support efforts and identify areas for continuous improvement
• Oversee the implementation of best practices and processes to optimize product support efficiency, reduce escalations, and shorten resolution times
• Leverage technology and automation where applicable to streamline workflows, improve support experience, and enhance scalability
• Partner closely with Product, Engineering, and Quality Assurance teams to address systemic product issues, provide actionable feedback, and advocate for product improvements based on customer insights
• Lead cross-functional initiatives to ensure product quality and reliability are continuously enhanced, integrating customer feedback into the product development lifecycle
• Influence the product roadmap by leveraging data and customer insights to prioritize feature improvements and bug fixes that will most impact the customer experience
• Prepare and deliver high-level reports to senior leadership, summarizing product support performance, emerging trends, and strategic initiatives
• Provide actionable insights based on data analysis of customer issues, support case trends, and feedback to inform strategic decision-making and operational improvements
• Use customer and product feedback to create long-term strategies that enhance the overall product experience and drive customer retention
• Champion a customer-first mindset across the product support team, promoting a deep understanding of the customer journey and their needs throughout the support process
• Serve as a thought leader and escalation point for complex product issues, ensuring timely and effective resolutions while maintaining a high level of technical expertise and customer empathy
• Drive improvements in customer support tools, knowledge management, and training materials to ensure the team has the resources to succeed in delivering exceptional product support

Requirements:

• Bachelor's degree in business administration, computer science, engineering or related field required
• 9+ years of experience in customer service support, with at least 5 years in a management or leadership role required
• State Driver's License
• Proven experience leading and scaling customer support teams in high-growth environments
• Strong technical acumen and deep understanding of product support tools, technologies, and methodologies
• Exceptional leadership skills with the ability to inspire, coach, and develop talent
• Extensive experience in developing and executing product support strategies that drive long-term success
• Outstanding problem-solving abilities, with a track record of resolving complex, high-impact product issues
• Strong in data analysis and using metrics to drive decision-making and process improvements
• Excellent communication and interpersonal skills, with the ability to influence senior stakeholders and cross-functional teams
• Ability to make sound and thoughtful decisions
• Ability to identify areas of opportunity for improvement and execute changes effectively
• Ability to think forward; see the question or issue before the customer presents it
• Ability to understand all functions of the product support team
• Knowledge of database software, internet software, and Microsoft Office Products, including Excel, Word, PowerPoint, and Outlook
• Ability to read and comprehend I-sheets, product instructions, short correspondence, and memos
• Master's degree preferred