Director, Product Support & Customer Experience

National Research Group; Culver City (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible/Remote work

Unlimited PTO

Medical, Dental, Vision Insurance

401K

Job summary

National Research Group is seeking a Lead, Product Support & Customer Experience to strengthen production support, triage, and user issue resolution for client-facing products. This role spans across product, data, and engineering, focusing on SLA tracking, tooling, documentation, and a feedback loop to improve the product experience.

The ideal candidate brings 7+ years in product support or related roles, proven ability to diagnose cross-domain issues, and excellent communication with both

Qualifications

• 7+ years in product support or related function
• Strong technical curiosity and ability to diagnose complex issues across product, data, workflow, and system layers
• Experience with production systems, data-heavy environments, analytics platforms, or dashboards
• Clear and calm communication with technical and non-technical stakeholders
• Demonstrated empathy for users and client-facing teams
• Experience coordinating with engineering, product, data, or client services to clarify issues and improve processes
• Familiarity with support platforms (Zendesk, Jira Service Management, Freshdesk) and metrics (first response time, SLA adherence)
• Experience translating recurring issues into process improvements, documentation, training, or product feedback
• Strong organizational skills and ability to manage multiple priorities
• Comfort with AI tools to improve debugging and workflows

Responsibilities

• Strengthen the product support and customer experience operating model for client-facing products
• Diagnose whether problems relate to product behavior, data quality, data pipelines, configuration, or permissions
• Maintain empathy and clear updates during urgent production issues
• Set and monitor SLAs, response and resolution times, escalation patterns
• Collaborate with engineering, data, product, and client-facing teams to route issues to owners
• Translate patterns into product feedback, documentation, or training needs
• Improve support tooling and processes, including ticket categorization and dashboards
• Onboard and train team members on repeatable workflows
• Identify process gaps and capacity constraints to improve the support function
• Use AI tools to enhance issue diagnosis and documentation

Skills

Technical curiosity

Communication (client-facing)

Troubleshooting

Cross-functional collaboration

Data-driven analysis

Zendesk/Jira familiarity

Tools

Zendesk

Jira Service Management

Freshdesk

SQL

Job description

National Research Group is seeking a Lead, Product Support & Customer Experience to strengthen production support, triage, and user issue resolution for client-facing products. This role spans across product, data, and engineering, focusing on SLA tracking, tooling, documentation, and a feedback loop to improve the product experience.

The ideal candidate brings 7+ years in product support or related roles, proven ability to diagnose cross-domain issues, and excellent communication with both