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[Remote] Senior Manager, Dedicated Product Support
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Note The job is a remote job and is open to candidates in USA. Bullhorn is a company focused on creating an incredible customer experience through high-quality products and services. They are seeking a Senior Manager of Dedicated Product Support to lead a team supporting strategic enterprise customers, managing escalations, and driving continuous improvement in support operations. Responsibilities Take personal ownership of high-impact escalations, driving resolution with urgency and clear stakeholder communication Lead difficult customer conversations with composure, setting realistic expectations while maintaining trust Exercise sound judgment on when and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions Hold the team to a high standard of backlog hygiene and case progression across all assigned accounts Partner with Support Operations to ensure coverage, capacity, and process efficiency Proactively identify trends affecting customer experience and drive improvements before they become escalations Lead cross-functional engagement with Product, Engineering, Customer Success, and Services to resolve complex customer issues Advocate assertively for customer needs and influence prioritization decisions at the program level Drive continuous improvement of the dedicated support model, bringing a point of view on what should change and why Skills 5-7+ years of experience in Product Support, Technical Support, or Customer Experience Proven experience handling high-severity escalations and executive level customer-facing situations Strong executive presence with the ability to lead customer conversations confidently Exceptional verbal and written communication skills Working knowledge of enterprise SaaS solutions and the ability to quickly understand customer environments, business models, and industry context (staffing industry experience preferred) Demonstrated ability to make decisions quickly in high-pressure environments Experience supporting enterprise or strategic customers is strongly preferred 2–4+ years of people management experience Staffing industry experience Experience in the SaaS industry or with cloud-based software solutions Proven track record of managing support teams and improving support processes Interest and/or understanding of AI Benefits Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more Unlimited Planned Paid Time Off Global Mental Health Support On-Demand Learning & Development Quarterly paid volunteer days Lucrative Employee Referral Program (eligible for prior to your first day) Company-wide mentor program Company Overview Bullhorn provides cloud-based CRM solutions for companies in business services industries. It was founded in 1999, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http//www.bullhorn.com. Company H1B Sponsorship Bullhorn has a track record of offering H1B sponsorships, with 1 in 2026, 1 in 2025, 6 in 2024, 5 in 2023, 3 in 2022, 8 in 2021, 23 in 2020. Please note that this does not guarantee sponsorship for this specific role.
