Lead, Product Support & Customer Experience

About the role

The Lead, Product Support & Customer Experience will help strengthen the quality, reliability, and responsiveness of support for client-facing products. This role sits at the intersection of users, client-facing teams, product, data, and engineering to improve production support, technical triage, and support workflows. The successful candidate will build the foundation for a scalable, empathetic, and operationally disciplined support organization.

Responsibilities

• Assist the department manager in strengthening the product support and customer experience operating model.
• Support timely response and resolution of production issues by diagnosing problems across product, data, and system layers.
• Champion the user experience by bringing empathy and sound judgment to support interactions.
• Maintain SLA frameworks and track key support metrics such as response times and backlog health.
• Partner with engineering, data, and product teams to ensure issues are clearly defined and resolved.
• Identify patterns across tickets and incidents to translate them into product feedback and process improvements.
• Improve support tooling and processes including ticket categorization, routing, and automation.

Required skills

• Product support
• Technical support
• Support operations
• Customer experience
• Technical account management
• Data operations
• Production systems
• Analytics platforms
• Zendesk
• Jira Service Management
• Freshdesk
• SLA management
• AI tools

Nice to have

• Market research
• Media
• Entertainment
• SQL
• Data quality
• Data pipelines
• Workflow automation

Qualifications

• Experience in product support, technical support, support operations, customer experience, product operations, technical account management, data operations, or a related function

Benefits

• Unlimited PTO
• Medical, Dental, and Vision Insurance
• 401K with company match
• Paid Parental Leave
• Educational and training reimbursement
• Employee perks program
• Mental health resources
• Pet insurance

About the Company

NRG is a leading global insights and strategy firm at the confluence of content, culture, and technology. They provide fresh insights to spark new ideas and act as a trusted partner to clients in entertainment, technology, lifestyle, sports, and gaming.