Senior Manager, Dedicated Product Support

Bullhorn

Senior Manager of Dedicated Product Support at Bullhorn, leading a team focused on high-stakes customer escalations and enhancements in service excellence.

Posted 5/24/2026full-timeRemote • 🏈 Anywhere in North AmericaSenior💰 $110,000 - $125,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

5-7+ years of experience in Product Support, Technical Support, or Customer Experience
2–4+ years of people management experience preferred
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
Bonus Points for:
- 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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Product SupportTechnical SupportCustomer ExperienceSaaS solutionscloud-based softwareescalation managementsupport process improvementdecision makingbacklog managementcase progression

Soft Skills

stakeholder communicationcustomer conversation leadershiptrust buildingjudgmentcross-functional collaborationadvocacyinfluencecontinuous improvementcomposureverbal and written communication