Head of Product Support & Customer Experience

National Research Group; New York (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible/Remote work

Unlimited PTO

Medical, Dental, Vision Insurance

401K with company match

Parental Leave

Education reimbursement

Employee perks program

Mental health resources

NRGratitude

Office events

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. You’ll work at the intersection of users, product teams, data, and engineering to improve workflows and documentation.

With 7+ years in related roles, you’ll drive empathy, clear communication, and scalable processes while partnering with cross-functional teams to ensure timely responses and high-quality user experiences.

Qualifications

• 7+ years in product support or related function.
• Experience diagnosing complex issues across product, data, and workflows.
• Familiar with client-facing technology environments and analytics tools.

Responsibilities

• Strengthen product support and customer experience operating model for client-facing products.
• Diagnose production issues across product behavior, data quality, pipelines, and permissions.
• Maintain SLA frameworks and track response/resolution times and escalations.
• Define clear ownership and routing for issues with engineering and product teams.
• Improve tooling, documentation, and workflows; onboard and train teammates.

Skills

Technical curiosity

Empathy

Clear communication

Multitasking

Problem diagnosis

Tools

Zendesk

Jira Service Management

Freshdesk

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. You’ll work at the intersection of users, product teams, data, and engineering to improve workflows and documentation.

With 7+ years in related roles, you’ll drive empathy, clear communication, and scalable processes while partnering with cross-functional teams to ensure timely responses and high-quality user experiences.