Product Support Lead

Job Description

Job Description

Description : 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.

Oversee and assist in day-to-day support operations, ensuring fast response and resolution times.

Partner with product and engineering teams to escalate and resolve complex issues.

Suggest and assist in implementing best practices in SaaS product support and customer experience.

Use analytical and mathematical intelligence to formulate product calculations.

Compensation : We consider a wide range of factors when determining compensation including relevant experience, education, and skill level.

Benefits : Guideline offers full- time employees a comprehensive benefits package based on location. Some benefits may include, but are not limited to :

Equal Opportunity Employer : Guideline is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability, or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities, and veterans to apply.

Requirements :

Preferred Skills That Would Set You Apart