Lead, Product Support & Customer Experience

National Research Group•New York, NY

9d•$120,000 - $180,000•Remote

About The Position

NRG is seeking a Lead, Product Support & Customer Experience to enhance the quality, reliability, and responsiveness of support for their client-facing products. This role is crucial for the evolving product and engineering organization, which supports sophisticated AI-enabled, data-driven products. The position sits at the intersection of users, client-facing teams, product, data, and engineering. The Lead will assist the department manager in improving production support, technical triage, user issue resolution, support workflows, SLA tracking, tooling, documentation, and the feedback loop between support activity and product improvement. This is not a traditional helpdesk role; it requires technical curiosity, operational discipline, strong communication, and empathy for the user experience. The goal is to build a scalable, empathetic, technically credible, and operationally disciplined support organization.

Requirements

7+ years of experience in product support, technical support, support operations, customer experience, product operations, technical account management, data operations, or a related function supporting software, data, analytics, or reporting products.
Strong technical curiosity and demonstrated ability to diagnose complex issues across product, data, workflow, and system layers.
Experience working with production systems, data-heavy environments, analytics platforms, reporting products, dashboards, or other client-facing technology environments.
Ability to communicate clearly and calmly with both technical and non-technical stakeholders, especially during urgent or ambiguous support situations.
Demonstrated empathy for users and client-facing teams, with a strong desire to improve not only issue resolution, but the overall support experience.
Experience working with engineering, product, data, client services, or business stakeholders to clarify issues, coordinate resolution, and improve processes.
Familiarity with support platforms such as Zendesk, Jira Service Management, Freshdesk, or equivalent tools.
Familiarity with support operations metrics such as first response time, resolution time, escalation rate, backlog health, SLA adherence, and repeat incident rate.
Experience identifying recurring issue patterns and translating them into process improvements, documentation, training, product feedback, or technical follow-up.
Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-moving environment.
Comfort experimenting with AI tools, copilots, or internal AI systems to improve debugging, documentation, workflow efficiency, and support insight.

Nice To Haves

Experience in market research, media, entertainment, analytics, data platforms, or reporting systems.
Experience writing SQL or investigating data quality, data transformation, data pipeline, or reporting issues.
Experience configuring support workflows, automations, escalation rules, dashboards, or ticket categorization models.
Experience helping train team members, document workflows, or improve support team practices.
Experience supporting AI-enabled products, analytics tools, dashboards, or data-driven applications.

Responsibilities

Assist the department manager in strengthening the product support and customer experience operating model for client-facing products, including triage, escalation, communication, documentation, and issue resolution workflows.
Support timely response and resolution of production issues by helping diagnose whether problems are related to product behavior, data quality, data pipelines, configuration, permissions, user workflow, system performance, or expected product limitations.
Champion the user experience by bringing empathy, follow-through, and sound judgment to support interactions, especially during urgent, ambiguous, or high-pressure production issues.
Help set the standard for support quality and communication, ensuring users and client-facing teams receive clear, calm, accurate, and appropriately tailored updates.
Help maintain SLA frameworks across ticket categories and severity levels, tracking response times, resolution times, escalation patterns, backlog health, recurring issue themes, and exceptions.
Partner with engineering, data, product, and client-facing teams to ensure issues are clearly defined, routed to the right owners, prioritized appropriately, and resolved with the right level of urgency.
Build trust with client-facing teams and users by understanding their workflows, pain points, expectations, and recurring frustrations.
Identify patterns across tickets, incidents, usability gaps, and feature requests, and help translate those patterns into product feedback, process improvements, documentation updates, training needs, or engineering follow-up.
Support safe and disciplined production practices, including appropriate data handling, controlled operational workflows, and reduction of unsafe or ad hoc workarounds.
Help improve support tooling and processes, including platforms such as Zendesk or equivalent systems, ticket categorization, routing rules, automation, reporting dashboards, escalation workflows, and documentation.
Contribute to team capability by sharing knowledge, improving debugging and triage practices, documenting repeatable workflows, and helping onboard or train other team members.
Assist the department manager in identifying process gaps, training needs, capacity constraints, and opportunities to improve the structure and effectiveness of the support function.
Use AI and automation tools thoughtfully to improve issue diagnosis, ticket analysis, documentation quality, workflow efficiency, and proactive identification of recurring problems.

Benefits

Flexible/Remote work with optional usage of our great offices in Playa Vista or New York
Unlimited PTO, volunteer days and a generous number of recharge days including a full office closure during the week of Christmas and New Year’s
Medical, Dental, and Vision Insurance Plans
401K with company match
Generous paid Parental Leave
Regular performance evaluations with opportunities for promotions and merit increases
Educational and training reimbursement plan and other training and professional development opportunities
Employee perks program (includes discounts on travel, hotels, cars, fitness, movie tickets and more)
Resources available for mental health, inclusive care and family building
NRGratitude – our company-wide employee recognition program
Regular team/company events and activities including annual summer and holiday parties
Pet friendly headquarters and pet insurance options