Product Support Manager — Hybrid Escalations & Quality Lead

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

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.