Lead, Product Support & Customer Experience

About the role

The Lead, Product Support & Customer Experience role supports the evolution of NRG's product and engineering organization to handle increasingly sophisticated AI-enabled, data-driven products. This role bridges users, client-facing teams, product, data, and engineering to improve support quality, workflows, and communication.

Responsibilities

• Assist the department manager in strengthening the product support and customer experience operating model for client-facing products, including triage, escalation, communication, documentation, and issue resolution workflows.
• Support timely response and resolution of production issues by helping diagnose whether problems are related to product behavior, data quality, data pipelines, configuration, permissions, user workflow, system performance, or expected product limitations.
• Champion the user experience by bringing empathy, follow-through, and sound judgment to support interactions, especially during urgent, ambiguous, or high-pressure production issues.
• Help set the standard for support quality and communication, ensuring users and client-facing teams receive clear, calm, accurate, and appropriately tailored updates.
• Help maintain SLA frameworks across ticket categories and severity levels, tracking response times, resolution times, escalation patterns, backlog health, recurring issue themes, and exceptions.
• Partner with engineering, data, product, and client-facing teams to ensure issues are clearly defined, routed to the right owners, prioritized appropriately, and resolved with the right level of urgency.
• Build trust with client-facing teams and users by understanding their workflows, pain points, expectations, and recurring frustrations.
• Identify patterns across tickets, incidents, usability gaps, and feature requests, and help translate those patterns into product feedback, process improvements, documentation updates, training needs, or engineering follow-up.
• Support safe and disciplined production practices, including appropriate data handling, controlled operational workflows, and reduction of unsafe or ad hoc workarounds.
• Help improve support tooling and processes, including platforms such as Zendesk or equivalent systems, ticket categorization, routing rules, automation, reporting dashboards, escalation workflows, and documentation.
• Contribute to team capability by sharing knowledge, improving debugging and triage practices, documenting repeatable workflows, and helping onboard or train other team members.
• Aid the department manager in identifying process gaps, training needs, capacity constraints, and opportunities to improve the structure and effectiveness of the support function.
• Use AI and automation tools thoughtfully to improve issue diagnosis, ticket analysis, documentation quality, workflow efficiency, and proactive identification of recurring problems.

Requirements

• 7+ years of experience in product support, technical support, support operations, customer experience, product operations, technical account management, data operations, or a related function supporting software, data, analytics, or reporting products.
• Strong technical curiosity and demonstrated ability to diagnose complex issues across product, data, workflow, and system layers.
• Experience working with production systems, data-heavy environments, analytics platforms, reporting products, dashboards, or other client-facing technology environments.
• Ability to communicate clearly and calmly with both technical and non-technical stakeholders, especially during urgent or ambiguous support situations.
• Demonstrated empathy for users and client-facing teams, with a strong desire to improve not only issue resolution, but the overall support experience.
• Experience working with engineering, product, data, client services, or business stakeholders to clarify issues, coordinate resolution, and improve processes.
• Familiarity with support platforms such as Zendesk, Jira Service Management, Freshdesk, or equivalent tools.
• Familiarity with support operations metrics such as first response time, resolution time, escalation rate, backlog health, SLA adherence, and repeat incident rate.
• Experience identifying recurring issue patterns and translating them into process improvements, documentation, training, product feedback, or technical follow-up.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-moving environment.
• Comfort experimenting with AI tools, copilots, or internal AI systems to improve debugging, documentation, workflow efficiency, and support insight.

Preferred Experience

• Experience in market research, media, entertainment, analytics, data platforms, or reporting systems.
• Experience writing SQL or investigating data quality, data transformation, data pipeline, or reporting issues.
• Experience configuring support workflows, automations, escalation rules, dashboards, or ticket categorization models.
• Experience helping train team members, document workflows, or improve support team practices.
• Experience supporting AI-enabled products, analytics tools, dashboards, or data-driven applications.