Senior Manager, Dedicated Product Support

About the role

We are seeking a Senior Manager of Dedicated Product Support to lead a specialized team of analysts supporting a set of strategic enterprise customers. This highly visible senior‑level role serves as the primary Support leadership presence for key accounts, requiring executive credibility and operational command. The manager will personally lead the most complex, high‑stakes customer situations—including escalations, critical incidents, and executive‑level conversations—and shape how Support serves our most important customers.

• Take personal ownership of high‑impact escalations, driving resolution with urgency and clear stakeholder communication.
• Lead difficult customer conversations with composure, setting realistic expectations while maintaining trust.
• Exercise sound judgment on when and how to engage senior leadership and cross‑functional partners, keeping escalations from becoming broader organizational disruptions.

• Hold the team to a high standard of backlog hygiene and case progression across all assigned accounts.
• Partner with Support Operations to ensure coverage, capacity, and process efficiency.
• Proactively identify trends affecting customer experience and drive improvements before they become escalations.

• Lead cross‑functional engagement with Product, Engineering, Customer Success, and Services to resolve complex customer issues.
• Advocate assertively for customer needs and influence prioritization decisions at the program level.
• Drive continuous improvement of the dedicated support model, bringing a point of view on what should change and why.

• 5‑7+ years of experience in Product Support, Technical Support, or Customer Experience.
• 2‑4+ years of people‑management experience (preferred).
• Proven experience handling high‑severity escalations and executive‑level customer‑facing situations.
• Strong executive presence with the ability to lead customer conversations confidently.
• Exceptional verbal and written communication skills.
• Working knowledge of enterprise SaaS solutions and the ability to quickly understand customer environments, business models, and industry context (staffing industry experience preferred).
• Demonstrated ability to make decisions quickly in high‑pressure environments.
• Experience supporting enterprise or strategic customers is strongly preferred.

• Staffing industry experience.
• Experience in the SaaS industry or with cloud‑based software solutions.
• Proven track record of managing support teams and improving support processes.
• Interest and/or understanding of AI.

The annual base salary range for this position is $110,000 – $125,000
. In addition, this role is eligible for an annual target bonus and a comprehensive benefits package. The posted range represents the good‑faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future.

• Medical, Dental, Vision, 401(k) and 401(k) Match.
• Unlimited Planned Paid Time Off.
• Global Mental Health Support.
• On‑Demand Learning & Development.
• Quarterly paid volunteer days.
• Lucrative Employee Referral Program (eligible before your first day).
• Company‑wide mentor program.