Product Support Lead

Why Xogene?

At Xogene, we’re revolutionizing the future of clinical trial transparency through AI-powered solutions. Join our team of experts who are transforming how leading pharmaceutical and life sciences companies navigate regulatory compliance. If you're driven by solving complex problems in a professional environment focused on meaningful and rewarding work, we want to hear from you.

Position Overview

As we continue to expand, we are seeking a seasoned Product Support Lead to lead and elevate our product support function. In this highly visible role, you will lead a team of Product Support Analysts who handle Tier 2 technical issues, serving as both the primary escalation owner and strategic bridge between our Product and Support teams.

This role requires a hands-on leader with strong sense of ownership and urgency - someone who proactively drives issues to resolution, removes blockers for the team, and ensures no critical customer problem goes unattended. You will own support operations end-to-end from process design and SLA governance to team mentorship and customer escalation management while ensuring consistently high-quality experience for our clients.

Key Responsibilities

• Lead and manage the day-to-day operations of the Product Support team, ensuring consistent service quality and efficiency

• Manage and mentor product support team through regular 1:1s, coaching and performance feedback

• Ensure appropriate support coverage, shift planning, and resource allocation to meet business and SLA requirements

• Maintain high standards of professionalism, technical accuracy, and customer communication across the team

• Own end-to-end ticket health and resolution outcomes, ensuring timely progress and closure aligned with SLA commitments

• Design, implement, and continuously refine scalable support workflows, triage processes, and escalation paths

• Monitor backlog health, escalation trends, and resolution velocity to drive operational accountability

• Anticipate support risks and implement preventive solutions to reduce recurring issues

• Stay updated on product features, releases, and changes to ensure team readiness

• Own and govern the bug management and incident resolution lifecycle, implementing preventive measures to reduce recurring issues

• Act as the primary escalation owner for critical customer and technical issues and as a strategic liaison between the Product and Support teams, ensuring seamless communication and alignment of customer needs

• Communicate proactively with internal stakeholders and customers regarding critical incidents, workarounds, impact, and resolution timelines

• Own the Support knowledge base - setting content standards and ensuring team members maintain accurate, up-to-date articles, FAQs, internal runbooks, and user guides

• Oversee the development and maintenance of training materials to enable Analyst onboarding and continued skill growth

• Identify opportunities to incorporate AI and automation into support workflows and operational processes

• Stay updated on emerging AI trends, product features, releases, and changes to ensure team readiness

• Operate with strong accountability for team outcomes, customer impact, and resolution timelines