Product Support Lead
hace 4 días
New York
Job DescriptionDescription: About Guideline At Guideline, we’re defining the future of advertising. By harnessing data transparency and advanced tools, we empower marketers to make smarter, faster, and more profitable decisions. We work with the world’s top brands, agencies, and media owners to transform media buying and selling into a more intelligent, efficient experience. Product Support Lead This role will engage with the support team for our Media and Data SaaS platforms, ensuring customers receive timely, effective, and high-quality support. This is a non-managerial role that is senior in nature and will be a knowledge and thought leader to the overall team. This person will be a point of support for the team, and will also serve as a bridge between customers, engineering, and product teams. This role will play a key part in driving customer satisfaction, retention, and operational excellence. In this role, you’ll combine your deep media planning expertise with strong problem-solving and communication skills to guide customers through challenges, optimize their workflows, and ensure their success. You’ll thrive in a fast-paced, client-facing environment, working independently to identify solutions, present clear recommendations, and contribute to process improvements. This is an exciting opportunity for someone who enjoys both the strategic side of media planning and the hands-on problem-solving of customer support, with room to grow into leadership and knowledge-sharing responsibilities. Key Responsibilities • Team Leadership, • Mentor other product support specialists and technical analysts., • Monitor performance metrics, SLAs, procedures, and escalations., • Foster a customer-first culture within the support team., • Customer Support Operations, • Oversee and assist in day-to-day support operations, ensuring fast response and resolution times., • Manage ticketing systems, knowledge bases, and self-service resources., • Ensure customer issues are tracked, prioritized, and communicated effectively., • Provide customer consultation on best practices., • Cross-Functional Collaboration, • Partner with product and engineering teams to escalate and resolve complex issues., • Provide feedback from customers to inform product enhancements and roadmap decisions., • Partner with the product team for implementation of new features and assist with testing as needed., • Collaborate with Customer Success to ensure relationship continuity and consistent messaging., • Process Improvement & Strategy, • Suggest and assist in implementing best practices in SaaS product support and customer experience., • Develop and refine workflows for incident management, root cause analysis, and reporting., • Introduce proactive support initiatives to reduce ticket volume and improve user adoption., • Reporting & Analytics, • Use analytical and mathematical intelligence to formulate product calculations., • Analyze customer requests for detail to ensure thorough solutions. Benefits: Guideline offers full- time employees a comprehensive benefits package based on location. Some benefits may include, but are not limited to: • Medical, Dental, Vision, Health Savings Account, Flexible Spending Account, • STD, Life, LTD and AD&D, • 401(k) with a company match program, • Unlimited Paid Time Off (PTO), • Paid Parental Leave, • Commuter Benefits, • Employee Recognition Program, • Minimum 5 years of client-facing experience at an advertising or media agency, with hands-on expertise in media planning across multiple channels (digital & offline, national & local)., • Strong problem-solving skills, with the ability to troubleshoot unexpected errors and behaviors in software applications., • Comfort with basic algebra and data-driven reasoning., • Excellent written communication skills in English, with professional tone, customer-friendly style, and attention to grammar and spelling., • Strong reading comprehension to accurately interpret and translate customer needs into actionable solutions., • Highly organized, methodical, and detail-oriented with the ability to prioritize time-sensitive customer issues in a fast-paced environment., • Independently motivated and goal-oriented, able to take initiative on new projects without extensive direction., • Confident in presenting clear, well-constructed points of view (POVs) to both internal teams and external clients., • Proficiency with Microsoft Excel., • Ability and willingness to use AI to optimize both the client experience as well as internal needs., • Ability to work flexible hours (PST coverage) and occasional weekend coverage Preferred Skills That Would Set You Apart • Experience optimizing, creating, or documenting processes for customer support or operational workflows., • Knowledge sharing or training experience (formal teaching background a plus)., • Previous people management experience (direct report oversight)., • Multilingual proficiency, especially Spanish., • Prior customer support experience, ideally with SaaS or advertising/media-related applications., • Familiarity with our advertising media planning application or similar platforms., • Agency industry knowledge and or experience.