Manager, Product Support

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone.

About the role

We are seeking a Senior Manager of Dedicated Product Support to lead a specialized team of analysts supporting a set of strategic enterprise customers. This is a highly visible, senior-level role that serves as the primary Support leadership presence for key accounts, one that requires executive credibility and operational command.

Beyond managing a team of DPSAs, you will personally lead the most complex, high-stakes customer situations: escalations, critical incidents, and executive-level conversations that require composure, judgment, and authority. You will shape how Support shows up for our most important customers, influence cross-functional decisions, and drive continuous improvement at the program level. This role is for someone who doesn't just manage support. They elevate it.

A typical day will include...

Escalation Management

• Take personal ownership of high-impact escalations, driving resolution with urgency and clear stakeholder communication

• Lead difficult customer conversations with composure, setting realistic expectations while maintaining trust

• Exercise sound judgment on when and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions

Operational Excellence

• Hold the team to a high standard of backlog hygiene and case progression across all assigned accounts

• Partner with Support Operations to ensure coverage, capacity, and process efficiency

• Proactively identify trends affecting customer experience and drive improvements before they become escalations

Cross-Functional Collaboration

• Lead cross-functional engagement with Product, Engineering, Customer Success, and Services to resolve complex customer issues

• Advocate assertively for customer needs and influence prioritization decisions at the program level

• Drive continuous improvement of the dedicated support model, bringing a point of view on what should change and why

This role is a fit for you if…

• 5-7+ years of experience in Product Support, Technical Support, or Customer Experience

• 2–4+ years of people management experience preferred

• Proven experience handling high-severity escalations and executive level customer-facing situations

• Strong executive presence with the ability to lead customer conversations confidently

• Exceptional verbal and written communication skills

• Working 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 environments

• Experience supporting enterprise or strategic customers is strongly preferred

Bonus Points for:

• Staffing industry experience

• Experience in the SaaS industry or with cloud-based software solutions

• Proven track record of managing support teams and improving support processes

• Interest and/or understanding of AI

The annual base salary range for this position is $110,000 - $125,000. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package.

Compensation and Transparency Statement

The posted range represents the good-faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide additional information upon request.

What we offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more

• Unlimited Planned Paid Time Off

• Global Mental Health Support

• On-Demand Learning & Development

• Quarterly paid volunteer days

• Lucrative Employee Referral Program (eligible for prior to your first day)

• Company-wide mentor program

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.