Product Support Manager

For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Led by the original co-founder, partnered with private equity, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over 29% of our employees to advance their careers in the past 12 months.

We are a remote-first organization and over 38% of our employees reside outside the United States. Headquartered in Boston, we also have offices in London, Brighton, Rotterdam, Frankfurt and Sydney (just in case you’re in the area to stop by). Whether you’re local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.

About the Role

The Manager of Product Support reports to the Director of Product Support and is responsible for leading a team that plays a crucial role in creating and delivering an exceptional customer experience. As a Manager of Product Support, your team serves as the initial point of contact for our customers, tasked with understanding and empathising with their technical challenges and how they impact their business. Your role involves providing leadership to the team through performance management, coaching, and development to help us achieve our organisational goals.

A typical day will include...

• Managing team members' performance through behaviour-based coaching methods, routine observation, and inspection, then creatively addressing undesirable trends with solutions. 

• Using expert root cause and data trend analysis skills to action issues, enhancing Bullhorn’s client experience. 

• Owning escalations through Bullhorn best practices and collaborating with other departments on necessary next steps. Managing communication with professionalism and urgency to our client's executive leadership, tactfully delivering difficult messages as needed 

• Using exceptional change management strategies to stay close to the narrative and how the team is perceiving the change. Being a champion of change, when adverse behaviour is observed, you will act quickly to address it.

• Overseeing the daily operations of the Product Support team, ensuring customer cases are handled promptly and effectively and to Bullhorn’s SLA expectations. 

• Assisting with executing cross-functional projects and escalations, bringing creative solutions to the project goal, the problems observed, or the customer issue.

• Hiring and developing exceptional talent who complement our existing team and will exceed expectations.
   

This role is a fit for you if…

• You have at least 5 years of experience in leadership, preferably in a customer experience-focused role in a SaaS-based company

• Enjoy working in a fast-paced, high-performance environment where the team will be required to deliver continuous improvement

• You love interacting with people and have a proven track record of delivering incredible customer experiences through client/customer-facing interaction 

• You are a champion of change; socialising and enrolling others’ buy-in and support

• You are passionate about inspiring & motivating a team; creating an incredible employee experience, where every employee has a sense of belonging, a voice that is heard, and a clear path to success

• You have strong communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and cross-functional partners

• You have excellent problem-solving skills, with the ability to think critically and make data-driven decisions

• You can execute through ambiguity in a creative & strategic manner

• You exhibit a certain level of curiosity about how a problem occurred and you're interested in seeking out a solution

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

#LI-Mid

What we offer...

• 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

Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.

We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.