Lead, AI-Driven Product Support & Customer Experience

National Research Group; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible/Remote work with offices inPl

Unlimited PTO and recharge days

Medical, Dental, Vision Insurance

401K with company match

Parental Leave

Training reimbursements

Pet friendly offices

Job summary

National Research Group is seeking a Lead, Product Support & Customer Experience to strengthen support for client-facing products. This role sits at the intersection of users, client-facing teams, product, data, and engineering, driving triage, documentation, and issue resolution with empathy and operational discipline.

You will partner with engineering, data, product, and client-facing teams to improve production support, diagnostics, and user satisfaction while shaping scalable processes and

Qualifications

• 7+ years of experience in product support, technical support, support operations, or related functions supporting software, data, analytics, or reporting products.
• 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, dashboards, or other client-facing technology environments.
• Ability to communicate clearly and calmly with both technical and non-technical stakeholders, especially during urgent support situations.
• Demonstrated empathy for users and client-facing teams, with a strong desire to improve not only issue resolution, but the overall support experience.
• Experience working with engineering, product, data, client services, or business stakeholders to clarify issues and improve processes.
• Familiarity with support platforms such as Zendesk, Jira Service Management, Freshdesk, or equivalent tools.
• Familiarity with support operations metrics such as first response time, resolution time, escalation rate, backlog health, SLA adherence, and repeat incident rate.
• Experience identifying recurring issue patterns and translating them into process improvements, documentation, training, product feedback, or technical follow-up.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-moving environment.
• Comfort experimenting with AI tools, copilots, or internal AI systems to improve debugging, documentation, workflow efficiency, and support insight.

Responsibilities

• Assist the department manager in strengthening the product support and customer experience operating model for client-facing products, including triage, escalation, communication, documentation, and issue resolution workflows.
• Support timely response and resolution of production issues by helping diagnose whether problems are related to product behavior, data quality, data pipelines, configuration, permissions, user workflow, system performance, or expected product limitations.
• Champion the user experience by bringing empathy, follow-through, and sound judgment to support interactions, especially during urgent, ambiguous, or high-pressure production issues.
• Help set the standard for support quality and communication, ensuring users and client-facing teams receive clear, calm, accurate, and appropriately tailored updates.
• Help maintain SLA frameworks across ticket categories and severity levels, tracking response times, resolution times, escalation patterns, backlog health, recurring issue themes, and exceptions.
• Partner with engineering, data, product, and client-facing teams to ensure issues are clearly defined, routed to the right owners, prioritized appropriately, and resolved with the right level of urgency.
• Build trust with client-facing teams and users by understanding their workflows, pain points, expectations, and recurring frustrations.
• Identify patterns across tickets, incidents, usability gaps, and feature requests, and help translate those patterns into product feedback, process improvements, documentation updates, training needs, or engineering follow-up.
• Support safe and disciplined production practices, including appropriate data handling, controlled operational workflows, and reduction of unsafe or ad hoc workarounds.
• Help improve support tooling and processes, including platforms such as Zendesk or equivalent systems, ticket categorization, routing rules, automation, reporting dashboards, escalation workflows, and documentation.
• Contribute to team capability by sharing knowledge, improving debugging and triage practices, documenting repeatable workflows, and helping onboard or train other team members.

Skills

Technical curiosity

Clear communication

Empathy

Cross-functional collaboration

Zendesk

Jira Service Management

Freshdesk

SQL

Analytics platforms

Tools

Zendesk

Jira Service Management

Freshdesk

Job description

National Research Group is seeking a Lead, Product Support & Customer Experience to strengthen support for client-facing products. This role sits at the intersection of users, client-facing teams, product, data, and engineering, driving triage, documentation, and issue resolution with empathy and operational discipline.

You will partner with engineering, data, product, and client-facing teams to improve production support, diagnostics, and user satisfaction while shaping scalable processes and