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- Tasks: Lead a team to deliver exceptional customer support and manage daily operations.
- Company: Bullhorn focuses on creating incredible customer experiences with high-quality products and services.
- Benefits: Enjoy unlimited vacation, private medical coverage, and career development opportunities from day one.
- Why this job: Join a people-first culture that values fresh perspectives and rewards hard work in a dynamic environment.
- Qualifications: 3-5 years of leadership experience in a customer-focused SaaS role is preferred.
- Other info: Be part of a fast-paced team that champions change and continuous improvement.
The predicted salary is between 48000 - 72000 £ per year.
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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…
The Manager of Product Support reports to the Director of Product Support and is responsible for leading a team that plays a crucial role in creating and delivering an exceptional customer experience. As a Manager of Product Support, your team serves as the initial point of contact for our customers, tasked with understanding and empathizing with their technical challenges and how these challenges impact their business. Your role involves providing leadership to the team through performance management, coaching, and development to help us achieve our organizational goals.
A typical day will include…
- Managing performance of team members – driving for results through data analysis, observations/inspections, root-causing behaviors, behavior-based coaching, developing and executing improvement plans
- Owning escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps. Managing communication with professionalism and urgency to our client\’s executive leadership, tactfully delivering difficult messages as needed
- Overseeing the daily operations of the Product Support team, ensuring that customer cases are handled promptly and effectively. Proactively identifying & addressing concerns.
- Assisting with the execution of cross-functional projects and escalations, bringing creative solutions to the project goal, the problems observed, or the customer issue at hand
- Reinforcing organizational goals, updating, and executing against change initiatives to drive alignment and buy-in
- Hiring and developing exceptional talent who complement our existing team
- Carrying out quality assurance for your team to ensure we’re providing a consistent experience to our customers
- Some travel, weekend, before/after hours on-call rotation based on business needs
This role is a fit for you if…
- You have 3-5 years of experience in leadership, preferably in a customer experience-focused role in a SaaS-based company
- Enjoy working in a fast-paced, high-performance environment where the team will be asked to deliver continuous improvement
- You love interacting with people and have a proven track record of delivering incredible customer experiences through client/customer-facing interaction
- You are a champion of change; socializing and enrolling others’ buy-in and support
- You are passionate about inspiring & motivating a team; creating an incredible employee experience, where every employee has a sense of belonging, a voice that is heard, and a clear path to success
- You have strong communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and cross-functional partners
- You have excellent problem-solving skills, with the ability to think critically and make data-driven decisions
- You can execute through ambiguity in a creative & strategic manner
- You exhibit a certain level of curiosity about how a problem occurred and you\’re interested in seeking out a solution
What We Offer…
- Group Critical Illness, Group Income Protection, Group Life Assurance, Pension, Vision, EAP
- Access to our Discounts and Wellbeing Portal
- Optional from DAY ONE – Private Medical Coverage & Ride to Work Scheme
- Unlimited Vacation
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Career development opportunities up/across Bullhorn
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.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
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Job function
Other
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Industries
Software Development
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Manager, Product Support employer: Bullhorn
Contact Detail:
Bullhorn Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Product Support
✨Tip Number 1
Familiarise yourself with Bullhorn's core values: Ownership, Energy, Speed & Agility, Service, and Being Human. During your interactions, whether in interviews or networking, demonstrate how your personal values align with theirs to show you're a great cultural fit.
✨Tip Number 2
Highlight your experience in leading teams within a fast-paced environment. Prepare specific examples of how you've driven results through coaching and performance management, as this will resonate well with the role's requirements.
✨Tip Number 3
Showcase your problem-solving skills by discussing past challenges you've faced in customer support roles. Be ready to explain how you approached these issues creatively and strategically, as this aligns with the expectations for the Manager of Product Support.
✨Tip Number 4
Network with current or former Bullhorn employees on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Manager, Product Support
Some tips for your application 🫡
Understand the Company Culture: Before applying, take some time to understand Bullhorn's core values: Ownership, Energy, Speed & Agility, Service, and Being Human. Reflect these values in your application to show that you align with their culture.
Tailor Your CV: Make sure your CV highlights relevant experience in leadership and customer support, particularly in a SaaS environment. Use specific examples that demonstrate your ability to manage teams and improve customer experiences.
Craft a Compelling Cover Letter: In your cover letter, express your passion for creating exceptional customer experiences. Mention how your leadership style aligns with Bullhorn's emphasis on emotional intelligence and accountability.
Showcase Problem-Solving Skills: In both your CV and cover letter, provide examples of how you've tackled challenges in previous roles. Highlight your critical thinking and data-driven decision-making abilities, as these are key for the Manager of Product Support role.
How to prepare for a job interview at Bullhorn
✨Understand the Core Values
Familiarise yourself with Bullhorn's core values: Ownership, Energy, Speed & Agility, Service, and Being Human. Be prepared to discuss how you embody these values in your previous roles and how they align with your approach to customer support.
✨Showcase Leadership Experience
Highlight your leadership experience, especially in customer experience-focused roles. Prepare examples of how you've successfully managed teams, driven performance, and fostered a culture of continuous improvement.
✨Demonstrate Problem-Solving Skills
Be ready to discuss specific instances where you've tackled complex problems. Use data-driven examples to illustrate your critical thinking and how you arrived at effective solutions, particularly in a fast-paced environment.
✨Communicate Effectively
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and concisely, both verbally and in writing. Consider preparing a few scenarios where you had to communicate difficult messages or manage escalations professionally.
