Manager, Product Support

Hearst Corporation; Dallas (TX); Hybrid; USD 120,000 - 165,000; Full time

Job summary

Homecare Homebase is seeking a Manager, Product Support in Dallas, TX, to lead a dedicated team delivering responsive, high-quality customer service for complex questions and high-stakes service risks. This hybrid role requires office presence in Dallas as directed by management.

You will partner with Product, Development, QA, Reliability Engineering, Client Services, and HR to reduce escalations, improve capability, and scale the department while keeping customers and employees at the center.

Qualifications

• Experience leading people in customer support, technical support, SaaS operations, service delivery, or a comparable environment.
• Experience setting goals, coaching performance, providing direct feedback, and managing employee concerns with consistency and sound judgment.
• Working knowledge of case management, service levels, customer escalations, incident response, and operational reporting.
• Ability to analyze workload, quality, productivity, capacity, and customer data and turn findings into measurable action.
• Strong written and verbal communication skills across employees, customers, peers, technical partners, and senior leaders.
• Ability to learn complex products and workflows and facilitate effective decisions among technical specialists.

Responsibilities

• Lead and develop an assigned Product Support team through clear expectations, regular one-on-ones, recognition, coaching, performance reviews, and individual development plans.
• Monitor queue health, workload, aging, service levels, quality, productivity, and customer sentiment; adjust priorities and assignments to protect customer commitments.
• Lead customer and operational escalations by establishing ownership, action plans, communication cadence, and closure criteria, including management coverage for on-call escalations.
• Assess staffing, schedule coverage, workload, and skill needs; coordinate onboarding and cross-training to maintain resilient primary and backup coverage.
• Partner with technical leads, incident managers, Product, Development, QA, Reliability Engineering, and Client Services to resolve difficult issues, address recurring problems, and improve service-transition readiness.
• Use performance data, problem trends, knowledge, and automation to prioritize prevention, shift-left opportunities, and practical process improvements that increase capacity and improve the customer experience.
• Provide regular reporting on team performance, customer risks, capacity, staffing, skill gaps, trends, and corrective actions, and elevate cross-team decisions at the appropriate time.

Skills

Leadership

Customer support

SaaS operations

Incident management

Performance coaching

Data analysis

Tools

ServiceNow

Azure DevOps

Microsoft 365

Job description

Lead the team that keeps Homecare Homebase (HCHB) customers supported when questions are complex, service risks are high, and reliable follow-through matters. As Manager, Product Support, you will guide the people, performance, and daily operations of an assigned support team, creating the clarity, coaching, coverage, and accountability needed to deliver responsive, high-quality customer service.

Working with Product Support leaders and partners across Product, Development, QA, Reliability Engineering, Client Services, and HR, you will manage escalations, strengthen team capability, and use operational data, knowledge, and automation to reduce avoidable demand. Your leadership will help the department scale while keeping customer and employee outcomes at the center.

Hybrid: This hybrid role is based in Dallas, Texas and requires working in the office as determined by your manager.

What You'll Do

• Lead and develop an assigned Product Support team through clear expectations, regular one-on-ones, recognition, coaching, performance reviews, and individual development plans.
• Monitor queue health, workload, aging, service levels, quality, productivity, and customer sentiment; adjust priorities and assignments to protect customer commitments.
• Lead customer and operational escalations by establishing ownership, action plans, communication cadence, and closure criteria, including management coverage for on-call escalations.
• Assess staffing, schedule coverage, workload, and skill needs; coordinate onboarding and cross-training to maintain resilient primary and backup coverage.
• Partner with technical leads, incident managers, Product, Development, QA, Reliability Engineering, and Client Services to resolve difficult issues, address recurring problems, and improve service-transition readiness.
• Use performance data, problem trends, knowledge, and automation to prioritize prevention, shift-left opportunities, and practical process improvements that increase capacity and improve the customer experience.
• Provide regular reporting on team performance, customer risks, capacity, staffing, skill gaps, trends, and corrective actions, and elevate cross-team decisions at the appropriate time.

What You'll Bring

Required Qualifications

• Demonstrated experience leading people in customer support, technical support, SaaS operations, service delivery, or a comparable environment.
• Experience setting goals, coaching performance, providing direct feedback, and managing employee concerns with consistency and sound judgment.
• Working knowledge of case management, service levels, customer escalations, incident response, and operational reporting.
• Ability to analyze workload, quality, productivity, capacity, and customer data and turn findings into measurable action.
• Strong written and verbal communication skills across employees, customers, peers, technical partners, and senior leaders.
• Ability to learn complex products and workflows and facilitate effective decisions among technical specialists.

Preferred Qualifications

• Experience in healthcare technology, SaaS, customer support, or another regulated environment.
• Experience with ServiceNow, Azure DevOps, Microsoft 365, or comparable work-management and reporting platforms.
• Experience with automation, knowledge management, problem management, or shift-left support practices.
• Experience managing distributed or hybrid teams and shared on-call responsibilities.

Additional Information

Sponsorship: This position does not provide immigration sponsorship. Applicants must have the right to work in the U.S. without immigration sponsorship.

What You Can Expect From Us

We don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits and professional development opportunities are a few of the many reasons Homecare Homebase is a great place to build your career.

• Meaningful work. Make a difference in the lives of clinicians and home-based care teams - and ultimately the patients they serve.
• Leaders who care. Work in a culture where leaders value, support and invest in their people.
• Flexibility. We value work-life balance and offer career opportunities designed to support life's changing demands.
• A company that gives back. Each year, Homecare Homebase supports charitable initiatives that align with our mission of empowering exceptional care and helping others in need.