Senior Manager, Dedicated Product Support

🕒 May 24

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Bullhorn

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 HR Tech

☁️ SaaS

🎯 Recruiter

💰 Private Equity Round on 2020-09

HR Tech • SaaS • Recruitment

Bullhorn is a leading provider of cloud-based software solutions specifically designed for the staffing and recruitment industry. Headquartered in Boston, Bullhorn offers a comprehensive platform that includes applicant tracking, CRM, and recruitment automation tools. The company focuses on enhancing productivity and efficiency for recruitment agencies by streamlining the recruitment lifecycle, from sourcing candidates to onboarding and invoicing. Bullhorn's offerings are enhanced with AI and analytics to provide actionable insights and improve decision-making processes for staffing firms. With over 20 years of experience and a global presence, Bullhorn is committed to empowering staffing agencies to scale their operations effectively and maintain competitive advantages in the market.

📋 Description

• 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

🎯 Requirements

• 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 • Bonus Points for: • - 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

🏖️ Benefits

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more • Unlimited Planned Paid Time Off • Global Mental Health Support • On-Demand Learning & Development • Quarterly paid volunteer days • Lucrative Employee Referral Program (eligible for prior to your first day) • Company-wide mentor program