Product Support Lead - AI-Driven, Customer-Focused Ops

National-Information-Solutions-Cooperative-; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

National-Information-Solutions-Cooperative- is seeking a Product Support Manager to oversee day-to-day operations of the Accounting and Meridian platform support teams. You will lead a customer-focused, results-driven team providing guidance on complex issues and driving process improvements.

The role emphasizes collaboration with cross-functional partners, coaching, and performance metrics to ensure exceptional member service and timely issue resolution.

Qualifications

• 8+ years of software support or related field.
• 2+ years of people-leadership experience managing teams of 10 or more direct reports.
• Advanced SQL knowledge and experience troubleshooting software-related issues.
• Ability to participate in an on-call rotation and occasionally work outside standard business hours.
• Strong leadership, coaching, performance management, and team-development skills.
• Demonstrated commitment to delivering exceptional service to internal and external customers.
• Ability to analyze complex technical and operational issues, identify root causes, and implement effective solutions.
• Strong verbal and written communication skills, including the ability to translate technical information for nontechnical audiences.
• Excellent organization, attention to detail, and time-management skills.

Responsibilities

• Lead the day-to-day operations of the Product Support team across phone, email, chat, and on-site support and training.
• Manage staffing, workload distribution, resource allocation, and team workflows to ensure timely and effective customer support.
• Establish performance expectations, goals, responsibilities, competencies, and development plans for team members.
• Monitor employee performance, conduct regular check-ins, provide coaching and feedback, resolve conflicts, and complete annual performance reviews.
• Train and mentor team members on software functionality, support standards, and effective case-resolution practices.
• Provide technical guidance and assist with researching, troubleshooting, and escalating complex product issues to Development when necessary.
• Monitor support requests, service levels, and KPIs to ensure timely resolution, effective communication, and continuous improvement.
• Collaborate with departmental leaders to develop and improve support processes, procedures, quality standards, and customer-satisfaction strategies.
• Communicate team performance, issue trends, root causes, proposed solutions, and improvement plans to key stakeholders.
• Partner with Implementation leaders to support smooth customer transitions following implementation, including migration process-confirmation activities.
• Manage the creation, testing, review, and maintenance of technical documentation for employees and customers.
• Communicate known software issues to customers and share customer feedback with Development teams to inform potential product improvements.
• Foster a high-performing, collaborative, innovative, and customer-focused team culture.
• Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.
• Other duties as assigned.

Skills

Leadership

SQL

Troubleshooting

Customer service

Communication

Performance management

Cross-functional collaboration

On-call readiness

Education

Bachelor's degree in business administration

Tools

SQL

Job description

National-Information-Solutions-Cooperative- is seeking a Product Support Manager to oversee day-to-day operations of the Accounting and Meridian platform support teams. You will lead a customer-focused, results-driven team providing guidance on complex issues and driving process improvements.

The role emphasizes collaboration with cross-functional partners, coaching, and performance metrics to ensure exceptional member service and timely issue resolution.