Responsibilities

Lead the team that keeps Homecare Homebase (HCHB) customers supported when questions are complex, service risks are high, and reliable follow-through matters. As Manager, Product Support, you will guide the people, performance, and daily operations of an assigned support team, creating the clarity, coaching, coverage, and accountability needed to deliver responsive, high-quality customer service.
Working with Product Support leaders and partners across Product, Development, QA, Reliability Engineering, Client Services, and HR, you will manage escalations, strengthen team capability, and use operational data, knowledge, and automation to reduce avoidable demand. Your leadership will help the department scale while keeping customer and employee outcomes at the center.
Hybrid: This hybrid role is based in Dallas, Texas and requires working in the office as determined by your manager.
Lead and develop an assigned Product Support team through clear expectations, regular one-on-ones, recognition, coaching, performance reviews, and individual development plans.
Monitor queue health, workload, aging, service levels, quality, productivity, and customer sentiment; adjust priorities and assignments to protect customer commitments.
Lead customer and operational escalations by establishing ownership, action plans, communication cadence, and closure criteria, including management coverage for on-call escalations.
Assess staffing, schedule coverage, workload, and skill needs; coordinate onboarding and cross-training to maintain resilient primary and backup coverage.
Partner with technical leads, incident managers, Product, Development, QA, Reliability Engineering, and Client Services to resolve difficult issues, address recurring problems, and improve service-transition readiness.
Use performance data, problem trends, knowledge, and automation to prioritize prevention, shift-left opportunities, and practical process improvements that increase capacity and improve the customer experience.
Provide regular reporting on team performance, customer risks, capacity, staffing, skill gaps, trends, and corrective actions, and escalate cross-team decisions at the appropriate time.
What You’ll Bring

Manager, Product Support at Hearst · LumiJobs

Manager, Product Support

Responsibilities

Qualification

Required

Preferred

Company

Hearst

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