Senior Manager, Product Support

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RealTruck, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

📦 Logistics

💼 Consulting

📣 Marketing

Logistics • Consulting • Marketing

RealTruck, Inc. is an e-commerce and retail company that designs, manufactures, and sells truck caps, bed covers, steps, and related accessories directly to consumers and through a network of over 800 dealers. They provide a 3D cap builder for custom configurations, produce products at a plant in Ohio, deliver via their own specialty fleet, and offer professional installation through certified local dealers. RealTruck serves both recreational and commercial truck markets and operates internationally.

📋 Description

• Lead, mentor, and empower the product support team • Set strategic direction and develop long-term product support strategies • Drive proactive support and anticipate customer issues • Establish and track KPIs for product support performance • Implement best practices and optimize support processes • Reduce escalations and shorten resolution times • Leverage technology and automation to streamline workflows and improve scalability • Partner with Product, Engineering, and Quality Assurance teams on systemic product issues and product improvements • Integrate customer feedback into the product development lifecycle • Influence the product roadmap using data and customer insights • Prepare and deliver high-level reports to senior leadership • Analyze customer issues, support case trends, and feedback • Champion a customer-first culture and serve as an escalation point for complex product issues • Improve support tools, knowledge management, and training materials • Plan, organize, evaluate, and direct department employees

🎯 Requirements

• Bachelor’s degree in business administration, computer science, engineering, or related field required • 9+ years of experience in customer service support • At least 5 years in a management or leadership role • State Driver’s License • Proven experience leading and scaling customer support teams in high-growth environments • Strong technical acumen and understanding of product support tools, technologies, and methodologies • Leadership experience inspiring, coaching, and developing talent • Experience developing and executing product support strategies • Track record resolving complex, high-impact product issues • Strong data analysis and metrics-driven decision-making skills • Excellent communication and interpersonal skills • Knowledge of database software, internet software, and Microsoft Office products, including Excel, Word, PowerPoint, and Outlook • Ability to read and comprehend product instructions, correspondence, and memos • Approximately 20% travel may be required • Ability to perform sedentary work and use standard office equipment

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Company-paid life insurance • Company-paid disability insurance • 401(k) with company match • Wellbeing days • Parental leave • Educational reimbursement • Referral bonuses • Exclusive employee discounts on RealTruck products