Product Support Manager – Hybrid, Dallas

Homecare Homebase, LLC.; Dallas (TX); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Homecare Homebase, LLC is seeking a Manager, Product Support in Dallas, TX, to lead a dedicated Product Support team, guide performance, and manage escalations. You will work with Product, Development, QA, Reliability Engineering, Client Services, and HR to improve service delivery and customer outcomes.

You will oversee staffing, coaching, and process improvements, ensuring strong collaboration across technical partners and on-call coverage. This role is hybrid and based in Dallas.

Qualifications

• Leader experience in customer or SaaS support environments.
• Ability to set goals, coach performance, and provide direct feedback.
• Knowledge of case management, service levels, escalations, incident response, and reporting.
• Skill in analyzing workload, quality, productivity, capacity, and customer data to drive actions.
• Strong written and verbal communication across diverse stakeholders.
• Ability to learn complex products and workflows and enable cross-functional decisions.

Responsibilities

• Lead and develop an assigned Product Support team with clear expectations, coaching, and development plans.
• Monitor queue health, workload, aging, service levels, quality, and customer sentiment; adjust priorities.
• Lead escalations with ownership, action plans, and cadence for closure, including on-call coverage.
• Assess staffing and skill needs; coordinate onboarding and cross-training for coverage.
• Partner with technical, product, QA, reliability, and client services to resolve issues and improve readiness.
• Use data, trends, knowledge, and automation to drive prevention and improvements.
• Provide regular reporting on team performance, risks, capacity, and actions.

Skills

Leadership

Coaching

Case management

Data analysis

Communication

Product knowledge

Tools

ServiceNow

Azure DevOps

Microsoft 365

Job description

Homecare Homebase, LLC is seeking a Manager, Product Support in Dallas, TX, to lead a dedicated Product Support team, guide performance, and manage escalations. You will work with Product, Development, QA, Reliability Engineering, Client Services, and HR to improve service delivery and customer outcomes.

You will oversee staffing, coaching, and process improvements, ensuring strong collaboration across technical partners and on-call coverage. This role is hybrid and based in Dallas.