Senior Product Support Lead

Job Summary

A company is looking for a Product Support Lead to act as the technical escalation point for the Customer Experience team.

Key Responsibilities

• Own complex or escalated support tickets across systems, tools, and vendors providing timely, thorough resolutions
• Act as the primary liaison between CX and Product/Engineering teams for all technical support escalations
• Identify and document patterns in bugs, product gaps, or process issues, escalating as needed with supporting evidence

Qualifications

• 6+ years of experience in technical support, CX operations, or a product-adjacent support role
• Demonstrated ability to troubleshoot and resolve complex issues across multiple tools and platforms
• Strong analytical skills with experience reviewing support trends, logs, and escalations to inform decisions
• Experience working with cross-functional partners including Product, Engineering, and QA teams
• Confident navigating and troubleshooting in tools such as Intercom, Salesforce, Notion, or similar CRMs