[All remote jobs](https://jobicy.com/jobs.md)Open role[![NRG logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/59e14265-221.png)](https://jobicy.com/company/nrg.md)Remote opportunity at[NRG](https://jobicy.com/company/nrg.md) # Lead, Product Support & Customer Experience Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/nrg.md)Share29 Jul 2026Published48Listing views4Application actionsManually reviewedTrust & Safety status Opportunity details ## About this role. AI SummaryNRG, a leading insights and strategy firm, is hiring a Lead, Product Support & Customer Experience to strengthen support for client-facing products. This role involves improving production support, technical triage, and user issue resolution while championing empathy and operational discipline. The position works at the intersection of users, client-facing teams, and product/engineering, helping to build a scalable support organization. Responsibilities include managing SLAs, identifying patterns, and improving tooling and workflows. The ideal candidate brings technical curiosity, strong communication, and genuine care for user experience. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires technical curiosity and operational discipline to handle production issues and improve support workflows, but it is not extremely complex, hence a moderate difficulty level. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$150,000US market range$100k–$200k0$220k AI insightThe offered salary range of $120,000 to $180,000 is competitive for a lead product support role in the US market, with a median of $150,000 aligning with industry standards. ## Core skills Skills and capabilities most closely associated with this opportunity. [Product Support](https://jobicy.com/jobs?search_keywords=Product%20Support.md)[Customer Experience](https://jobicy.com/jobs?search_keywords=Customer%20Experience.md)[Technical Triage](https://jobicy.com/jobs?search_keywords=Technical%20Triage.md)[SLA Management](https://jobicy.com/jobs?search_keywords=SLA%20Management.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md)[Data-Driven](https://jobicy.com/jobs?search_keywords=Data-Driven.md)[Operational Discipline](https://jobicy.com/jobs?search_keywords=Operational%20Discipline.md)[Communication](https://jobicy.com/jobs?search_keywords=Communication.md)[Empathy](https://jobicy.com/jobs?search_keywords=Empathy.md) Cover letter sampleI am excited to apply for the Lead, Product Support & Customer Experience position at NRG. With a strong background in product support and a passion for user experience, I am confident in my ability to strengthen your support operations. My experience includes triaging production issues, improving workflows, and collaborating with cross-functional teams. I bring technical curiosity and empathy to every interaction. I am eager to contribute to NRG's mission of providing fresh insights and building trust with clients. Thank you for considering my application. Copy Sample interview questionsHow do you prioritize support tickets during a system outage?I assess the severity and impact on users, focusing first on issues affecting revenue or critical operations. I communicate clearly with stakeholders, triage with engineering, and escalate as needed, ensuring urgent issues get immediate attention while maintaining transparency. Describe a time you improved a support workflow or reduced ticket resolution time. At my previous role, I identified a recurring issue that caused many tickets. I worked with engineering to create an automated fix and updated documentation, reducing similar tickets by 30% and improving resolution time by 20%. How do you handle a frustrated user who has experienced repeated issues? I listen actively, acknowledge their frustration, and take ownership of the issue. I provide a clear action plan and regular updates, ensuring they feel heard. I also escalate to prevent recurrence and follow up after resolution to rebuild trust. Explain how you would build trust with client-facing teams to improve collaboration. I would regularly meet with team leads to understand their pain points, provide transparent updates on support activities, and ensure they are looped into issue status. By being reliable and responsive, I demonstrate our commitment to their success. What tools have you used for managing support, and how did you leverage them? I have experience with Zendesk and Jira, using automation for ticket routing, creating dashboards for SLAs, and customizing macros for common responses. This improved efficiency and consistency across the support team. ## About NRG NRG is a leading global insights and strategy firm at the confluence of content, culture, and technology. We stay ahead of what’s next, providing fresh insights to spark new ideas. We’re a trusted partner to our clients, working behind the scenes to bring imagination, depth, and clarity to their biggest challenges – in entertainment, technology, lifestyle, sports, and gaming. Together, we create with confidence. We’re proud of our company’s values – these values guide us as we navigate sunny days, gray skies and everything in between: * Do what you love. With conviction. * Where discovery lives. And impact drives. * Celebrate difference. Cultivate belonging. * Big thinking. Collectively inspired. * Embrace the journey. Be human. ## The Opportunity Our product and engineering organization is evolving to support increasingly sophisticated AI-enabled, data-driven products used by internal teams and external clients. We’re hiring a Lead, Product Support & Customer Experience to help strengthen the quality, reliability, and responsiveness of support for our client-facing products. This role sits at the intersection of users, client-facing teams, product, data, and engineering. The Lead, Product Support & Customer Experience will assist the department manager in improving production support, technical triage, user issue resolution, support workflows, SLA tracking, tooling, documentation, and the feedback loop between support activity and product improvement. This is not a traditional helpdesk or ticket-routing role. The right person will bring technical curiosity, operational discipline, strong communication, and genuine empathy for the user experience. They will care not only about whether a ticket is closed, but whether users feel heard, supported, and confident in our products. As the support function matures, this person will help build the foundation for a more scalable, empathetic, technically credible, and operationally disciplined support organization. ## Your Impact * 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. * Assist 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. ## Who We’re Looking For Required Experience * 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. ## Position Type This is a full-time, exempt position. ## What We Offer We embrace the current era of work and what it means to be a best-in-class employer. We understand the flexibility that is required to recruit and retain incredible talent, whether it’s empowering you to do your best work from anywhere you desire or supporting you if you need to take a mental health day for self-care and rest. Below is a unique blend of benefits tailored to meeting the ever-changing professional landscape. * Flexible/Remote work with optional usage of our great offices in Playa Vista or New York * Unlimited PTO, volunteer days and a generous number of recharge days including a full office closure during the week of Christmas and New Year’s * Medical, Dental, and Vision Insurance Plans * 401K with company match * Generous paid Parental Leave * Regular performance evaluations with opportunities for promotions and merit increases * Educational and training reimbursement plan and other training and professional development opportunities * Employee perks program (includes discounts on travel, hotels, cars, fitness, movie tickets and more) * Resources available for mental health, inclusive care and family building * NRGratitude – our company-wide employee recognition program * Regular team/company events and activities including annual summer and holiday parties * Pet friendly headquarters and pet insurance options ## Our Commitment Diversity, equity, and inclusion is at the center of all our practices to ensure that NRG is a place where people from all identities and backgrounds can thrive. NRG is committed to recruiting and retaining diverse talent by supporting their growth through learning programs, internal mobility, affinity group participation and leadership development. Our differences make us a stronger workforce and enhance our creativity and innovation. We are proud to be an inclusive workplace for all and are committed to equal employment opportunity regardless of race, color, religion, sex, age, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. ## Compensation In order to comply with equal pay and salary transparency laws in various locations, we believe the target range of base compensation in all locations within the United States for this role is $120,000-180,000. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and location. 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