Manager, Product Support

Hearst • Dallas, TX

2d • Hybrid

About The Position

The Manager, Product Support leads an assigned team responsible for supporting Homecare Homebase customers, particularly when questions are complex, service risks are high, and reliable follow-through is essential. The manager guides the team’s people, performance, and daily operations by establishing clear expectations, coaching, coordinating coverage, and maintaining accountability for responsive, high-quality customer service.

Working with Product Support leaders and partners across Product, Development, QA, Reliability Engineering, Client Services, and HR, the manager handles escalations, strengthens team capability, and uses operational data, knowledge, and automation to reduce avoidable support demand. This hybrid role is based in Dallas, Texas, with office attendance as determined by the manager. The position does not provide immigration sponsorship; applicants must be authorized to work in the U.S. without sponsorship.

Requirements

• Demonstrated experience leading people in customer support, technical support, SaaS operations, service delivery, or a comparable environment.
• Experience setting goals, coaching performance, providing direct feedback, and managing employee concerns with consistency and sound judgment.
• Working knowledge of case management, service levels, customer escalations, incident response, and operational reporting.
• Ability to analyze workload, quality, productivity, capacity, and customer data and turn findings into measurable action.
• Strong written and verbal communication skills across employees, customers, peers, technical partners, and senior leaders.
• Ability to learn complex products and workflows and facilitate effective decisions among technical specialists.

Nice To Haves

• Experience in healthcare technology, SaaS, customer support, or another regulated environment.
• Experience with ServiceNow, Azure DevOps, Microsoft 365, or comparable work-management and reporting platforms.
• Experience with automation, knowledge management, problem management, or shift-left support practices.
• Experience managing distributed or hybrid teams and shared on-call responsibilities.

Responsibilities

• Lead and develop an assigned Product Support team through clear expectations, regular one-on-ones, recognition, coaching, performance reviews, and individual development plans.
• Monitor queue health, workload, aging, service levels, quality, productivity, and customer sentiment; adjust priorities and assignments to protect customer commitments.
• Lead customer and operational escalations by establishing ownership, action plans, communication cadence, and closure criteria, including management coverage for on-call escalations.
• Assess staffing, schedule coverage, workload, and skill needs; coordinate onboarding and cross-training to maintain resilient primary and backup coverage.
• Partner with technical leads, incident managers, Product, Development, QA, Reliability Engineering, and Client Services to resolve difficult issues, address recurring problems, and improve service-transition readiness.
• Use performance data, problem trends, knowledge, and automation to prioritize prevention, shift-left opportunities, and practical process improvements that increase capacity and improve the customer experience.
• Provide regular reporting on team performance, customer risks, capacity, staffing, skill gaps, trends, and corrective actions, and escalate cross-team decisions at the appropriate time.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed