Lead, Product Support & Customer Experience

About NRG

NRG is a leading global insights and strategy firm at the confluence of content, culture, and technology. We stay ahead of what’s next, providing fresh insights to spark new ideas. We’re a trusted partner to our clients, working behind the scenes to bring imagination, depth, and clarity to their biggest challenges – in entertainment, technology, lifestyle, sports, and gaming. Together, we create with confidence.

We’re proud of our company’s values – these values guide us as we navigate sunny days, gray skies and everything in between:

• Do what you love. With conviction.

• Where discovery lives. And impact drives.

• Celebrate difference. Cultivate belonging.

• Big thinking. Collectively inspired.

• Embrace the journey. Be human.

The Opportunity

Our product and engineering organization is evolving to support increasingly sophisticated AI-enabled, data-driven products used by internal teams and external clients. We’re hiring a Lead, Product Support & Customer Experience to help strengthen the quality, reliability, and responsiveness of support for our client-facing products.

This role sits at the intersection of users, client-facing teams, product, data, and engineering. The Lead, Product Support & Customer Experience will assist the department manager in improving production support, technical triage, user issue resolution, support workflows, SLA tracking, tooling, documentation, and the feedback loop between support activity and product improvement.

This is not a traditional helpdesk or ticket-routing role. The right person will bring technical curiosity, operational discipline, strong communication, and genuine empathy for the user experience. They will care not only about whether a ticket is closed, but whether users feel heard, supported, and confident in our products.

As the support function matures, this person will help build the foundation for a more scalable, empathetic, technically credible, and operationally disciplined support organization.

Your Impact

• Assist the department manager in strengthening the product support and customer experience operating model for client-facing products, including triage, escalation, communication, documentation, and issue resolution workflows.

• Support timely response and resolution of production issues by helping diagnose whether problems are related to product behavior, data quality, data pipelines, configuration, permissions, user workflow, system performance, or expected product limitations.

• Champion the user experience by bringing empathy, follow-through, and sound judgment to support interactions, especially during urgent, ambiguous, or high-pressure production issues.

• Help set the standard for support quality and communication, ensuring users and client-facing teams receive clear, calm, accurate, and appropriately tailored updates.

• Help maintain SLA frameworks across ticket categories and severity levels, tracking response times, resolution times, escalation patterns, backlog health, recurring issue themes, and exceptions.

• Partner with engineering, data, product, and client-facing teams to ensure issues are clearly defined, routed to the right owners, prioritized appropriately, and resolved with the right level of urgency.

• Build trust with client-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 safe and disciplined production practices, including appropriate data handling, controlled operational workflows, and reduction of unsafe or ad hoc workarounds.

• Help improve support tooling and processes, including platforms such as Zendesk 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 onboard or train other team members.

• Assist the department manager in identifying process gaps, training needs, capacity 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 quality, workflow efficiency, and proactive identification of recurring problems.

Who We're Looking For

Required Experience

• 7+ years of experience in product support, technical support, support operations, customer experience, product operations, technical account management, data operations, or a related function supporting software, data, analytics, or reporting products.

• Strong technical curiosity and demonstrated ability to diagnose complex issues across product, data, workflow, and system layers.

• Experience working with production systems, data-heavy environments, analytics platforms, reporting products, dashboards, or other client-facing technology environments.

• Ability to communicate clearly and calmly with both technical and non-technical stakeholders, especially during urgent or ambiguous support situations.

• Demonstrated empathy for users and client-facing teams, with a strong desire to improve not only issue resolution, but the overall support experience.

• Experience working with engineering, product, data, client services, or business stakeholders to clarify issues, coordinate resolution, and improve processes.

• Familiarity with support platforms such as Zendesk, Jira Service Management, Freshdesk, or equivalent tools.

• Familiarity with support operations metrics such as first response time, resolution time, escalation rate, backlog health, SLA adherence, and repeat incident rate.

• Experience identifying recurring issue patterns and translating them into process improvements,