[Remote] Senior Manager, Dedicated Product Support

Note: The job is a remote job and is open to candidates in USA. Bullhorn is a company focused on creating an incredible customer experience through high-quality products and services. They are seeking a Senior Manager of Dedicated Product Support to lead a team supporting strategic enterprise customers, managing escalations, and driving continuous improvement in support operations.ResponsibilitiesTake personal ownership of high-impact escalations, driving resolution with urgency and clear stakeholder communicationLead difficult customer conversations with composure, setting realistic expectations while maintaining trustExercise sound judgment on when and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptionsHold the team to a high standard of backlog hygiene and case progression across all assigned accountsPartner with Support Operations to ensure coverage, capacity, and process efficiencyProactively identify trends affecting customer experience and drive improvements before they become escalationsLead cross-functional engagement with Product, Engineering, Customer Success, and Services to resolve complex customer issuesAdvocate assertively for customer needs and influence prioritization decisions at the program levelDrive continuous improvement of the dedicated support model, bringing a point of view on what should change and whySkills5-7+ years of experience in Product Support, Technical Support, or Customer ExperienceProven experience handling high-severity escalations and executive level customer-facing situationsStrong executive presence with the ability to lead customer conversations confidentlyExceptional verbal and written communication skillsWorking 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 environmentsExperience supporting enterprise or strategic customers is strongly preferred2–4+ years of people management experienceStaffing industry experienceExperience in the SaaS industry or with cloud-based software solutionsProven track record of managing support teams and improving support processesInterest and/or understanding of AIBenefitsBenefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and moreUnlimited Planned Paid Time OffGlobal Mental Health SupportOn-Demand Learning & DevelopmentQuarterly paid volunteer daysLucrative Employee Referral Program (eligible for prior to your first day)Company-wide mentor programCompany OverviewBullhorn provides cloud-based CRM solutions for companies in business services industries. It was founded in 1999, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http://www.bullhorn.com.Company H1B SponsorshipBullhorn has a track record of offering H1B sponsorships, with 1 in 2026, 1 in 2025, 6 in 2024, 5 in 2023, 3 in 2022, 8 in 2021, 23 in 2020. Please note that this does not guarantee sponsorship for this specific role.