[Remote] reputed company, Product Support & Customer Experience
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading global insights and reputed company firm at the reputed company of content, culture, and technology. They are seeking a reputed company, Product Support & Customer Experience to enhance the reputed company and responsiveness of support for their reputed company-facing products, focusing on improving workflows, issue reputed company, and user experience.
Responsibilities
- Assist the department manager in strengthening the product support and customer experience operating model for reputed company-facing products, including triage, escalation, communication, documentation, and issue reputed company workflows
- Support reputed company response and reputed company of production issues by helping diagnose whether problems are reputed company to product behavior, data reputed company, data pipelines, configuration, permissions, user workflow, system performance, or expected product limitations
- Champion the user experience by bringing reputed company, follow-through, and reputed company judgment to support interactions, especially during urgent, ambiguous, or high-pressure production issues
- Help set reputed company for support reputed company and communication, ensuring users and reputed company-facing teams receive reputed company, reputed company, accurate, and appropriately tailored updates
- Help maintain SLA frameworks across ticket categories and severity reputed company, tracking response times, reputed company times, escalation patterns, backlog health, recurring issue themes, and exceptions
- Partner with engineering, data, product, and reputed company-facing teams to ensure issues are reputed company defined, routed to the right owners, prioritized appropriately, and resolved with the right level of urgency
- Build trust with reputed company-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 reputed company and disciplined production practices, including appropriate data handling, controlled operational workflows, and reduction of unsafe or reputed company workarounds
- Help improve support tooling and processes, including platforms such as reputed company 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 reputed company or train other team members
- Assist the department manager in identifying process gaps, training needs, reputed company 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 reputed company, workflow efficiency, and proactive identification of recurring problems
Skills
- 7+ years of experience in product support, technical support, support operations, customer experience, product operations, technical account management, data operations, or a reputed company function supporting software, data, analytics, or reporting products
- Strong technical curiosity and demonstrated ability to diagnose reputed company issues across product, data, workflow, and system reputed company
- Experience working with production systems, data-heavy environments, analytics platforms, reporting products, dashboards, or other reputed company-facing technology environments
- Ability to communicate reputed company and calmly with both technical and non-technical stakeholders, especially during urgent or ambiguous support situations
- Demonstrated reputed company for users and reputed company-facing teams, with a strong desire to improve not only issue reputed company, but the overall support experience
- Experience working with engineering, product, data, reputed company services, or business stakeholders to clarify issues, coordinate reputed company, and improve processes
- Familiarity with support platforms such as reputed company, Jira Service Management, reputed company, or equivalent tools
- Familiarity with support operations metrics such as first response time, reputed company time, escalation reputed company, backlog health, SLA adherence, and repeat incident reputed company
- 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 reputed company
- Experience in market research, media, entertainment, analytics, data platforms, or reporting systems
- Experience writing SQL or investigating data reputed company, 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
Benefits
- Flexible/Remote work with optional usage of our great offices in Playa reputed company or reputed company
- Unlimited PTO, volunteer days and a generous number of reputed company days including a full office closure during the week of Christmas and New Year’s
- Medical, Dental, and reputed company Insurance Plans
- 401K with company match
- Generous reputed company Parental Leave
- Regular performance evaluations with opportunities for promotions and reputed company increases
- Educational and training reimbursement plan and other training and reputed company development opportunities
- Employee perks program (includes discounts on travel, hotels, reputed company, fitness, movie tickets and more)
- Resources available for mental health, inclusive care and family building
- NRGratitude – reputed company-wide employee recognition program
- Regular team/company events and activities including annual summer and holiday parties
- Pet friendly reputed company and pet insurance reputed company
reputed company