Product Support Lead

Xogene Services LLC•New York, NY

4d•$80,000 - $120,000

About The Position

At Xogene, we’re revolutionizing the future of clinical trial transparency through AI-powered solutions. Join our team of experts who are transforming how leading pharmaceutical and life sciences companies navigate regulatory compliance. If you're driven by solving complex problems in a professional environment focused on meaningful and rewarding work, we want to hear from you. Position Overview As we continue to expand, we are seeking a seasoned Product Support Lead to lead and elevate our product support function. In this highly visible role, you will lead a team of Product Support Analysts who handle Tier 2 technical issues, serving as both the primary escalation owner and strategic bridge between our Product and Support teams. This role requires a hands-on leader with strong sense of ownership and urgency - someone who proactively drives issues to resolution, removes blockers for the team, and ensures no critical customer problem goes unattended. You will own support operations end-to-end from process design and SLA governance to team mentorship and customer escalation management while ensuring consistently high-quality experience for our clients.

Requirements

6+ years of experience in software support, customer success, or product operations role, with at least 2 years in a team lead or supervisory capacity
Prior experience in building or scaling support processes for consumer-facing or SaaS software products
Proven ability to lead, motivate, and develop a team of analysts or support specialists in a fast-paced environment
Strong working knowledge of support operations including ticket lifecycle management, SLA design, and escalation frameworks
Excellent analytical and problem-solving skills with the ability to investigate complex technical issues and guide others through resolution
Hands-on experience with issue-tracking and knowledge management tools (Zendesk strongly preferred)
Excellent verbal, written, and interpersonal communication skills
Proven ability to work with cross-functional and external stakeholder teams
Highly organized with strong attention to detail and the ability to manage multiple priorities simultaneously
Comfortable working flexible hours to provide coverage across US and/or UK time zones as needed
Strong interest in AI technologies and enthusiasm for integrating automation and intelligent tooling into support operations

Nice To Haves

Experience working in small, agile organizations with frequent release cycles
Familiarity with structured data formats such as XML and/or JSON
Domain knowledge in life sciences, clinical trials, or regulatory compliance is a strong advantage
Experience with JIRA in addition to Zendesk/Freshdesk
Passion for building team culture, continuous improvement, and delivering outstanding customer experiences in a multinational environment

Responsibilities

Lead and manage the day-to-day operations of the Product Support team, ensuring consistent service quality and efficiency
Manage and mentor product support team through regular 1:1s, coaching and performance feedback
Ensure appropriate support coverage, shift planning, and resource allocation to meet business and SLA requirements
Maintain high standards of professionalism, technical accuracy, and customer communication across the team
Own end-to-end ticket health and resolution outcomes, ensuring timely progress and closure aligned with SLA commitments
Design, implement, and continuously refine scalable support workflows, triage processes, and escalation paths
Monitor backlog health, escalation trends, and resolution velocity to drive operational accountability
Anticipate support risks and implement preventive solutions to reduce recurring issues
Stay updated on product features, releases, and changes to ensure team readiness
Own and govern the bug management and incident resolution lifecycle, implementing preventive measures to reduce recurring issues
Act as the primary escalation owner for critical customer and technical issues and as a strategic liaison between the Product and Support teams, ensuring seamless communication and alignment of customer needs
Communicate proactively with internal stakeholders and customers regarding critical incidents, workarounds, impact, and resolution timelines
Own the Support knowledge base - setting content standards and ensuring team members maintain accurate, up-to-date articles, FAQs, internal runbooks, and user guides
Oversee the development and maintenance of training materials to enable Analyst onboarding and continued skill growth
Identify opportunities to incorporate AI and automation into support workflows and operational processes
Stay updated on emerging AI trends, product features, releases, and changes to ensure team readiness
Operate with strong accountability for team outcomes, customer impact, and resolution timelines

Benefits

Mentorship from industry experts working at the intersection of AI technology and business strategy
Clear career progression path with increasing responsibility as skills develop
Exposure to cutting-edge AI technologies including LLMs and conversational systems
Competitive compensation package including comprehensive benefits
A results-oriented culture that values innovation, responsibility, and professional excellence
health insurance (including medical, dental, and vision coverage)
retirement savings benefits
life insurance
disability benefits
parental leave
sick leave
paid vacation
holidays