Product Support Lead

Xogene Services • New York, NY

3d • $80,000 - $120,000

About The Position

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees