Product Support Manager — AI-Driven Leadership & Excellence

NISC; Atlanta (GA); On-site; USD 100,000 - 150,000; Full time

Job summary

NISC is seeking a Product Support Manager to lead its Accounting and Meridian product support teams, guiding daily operations, staffing, coaching, and KPI achievement. You will partner with cross-functional groups to refine processes, ensure top-tier member service, and drive continuous improvement across support channels with a customer-focused mindset.

You will mentor staff, manage on-call coverage, and help document workflows while leveraging AI tools to boost productivity and problem-solving

Qualifications

• 8+ years of software support, technical support, customer service, 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.

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.
• Communicate known software issues to customers and share customer feedback with Development teams to inform potential product improvements.

Skills

SQL troubleshooting

People leadership

On-call rotation

Communication skills

Education

Bachelor's degree in business administration

Tools

Microsoft Office

Job description

NISC is seeking a Product Support Manager to lead its Accounting and Meridian product support teams, guiding daily operations, staffing, coaching, and KPI achievement. You will partner with cross-functional groups to refine processes, ensure top-tier member service, and drive continuous improvement across support channels with a customer-focused mindset.

You will mentor staff, manage on-call coverage, and help document workflows while leveraging AI tools to boost productivity and problem-solving