Product Support Lead

@ Guideline

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 engages with the support team for our Media and Data SaaS platforms, ensuring customers receive timely, effective, and high-quality support. It is a non-managerial, yet senior role that acts as a knowledge and thought leader to the team while serving as a bridge between customers, engineering, and product teams. The role drives customer satisfaction, retention, and operational excellence.

Key Responsibilities

• Team Leadership: Mentor support specialists, monitor metrics and SLAs, and foster a customer-first culture.
• Customer Support Operations: Oversee daily operations, manage ticketing systems, and ensure efficient resolution of issues.
• Cross-Functional Collaboration: Work with product, engineering, and customer success teams on feedback, escalations, and new feature implementations.
• Process Improvement & Strategy: Implement best practices in SaaS support, refine workflows, and introduce proactive initiatives.
• Reporting & Analytics: Use analytical skills to track support KPIs and analyze customer requests for comprehensive solutions.

Requirements

• Minimum 5 years of client-facing experience in advertising or media agencies.
• Deep media planning expertise across digital and offline channels.
• Strong problem-solving skills with a knack for troubleshooting software issues.
• Excellent written communication skills in English.
• Proficiency with Microsoft Excel and data-driven reasoning.
• Ability to work flexible hours (PST coverage) and occasional weekends.
• Willingness to use AI to optimize client and internal processes.

Preferred Skills

• Experience in process optimization and documentation for customer support.
• Knowledge sharing or training experience; formal teaching background is a plus.
• People management or direct report oversight.
• Multilingual proficiency, especially in Spanish.
• Experience with SaaS or advertising/media support applications.
• Familiarity with advertising media planning platforms.
• Agency industry knowledge and experience.

Compensation & Benefits

Guideline offers competitive compensation based on relevant experience, education, and skill level, along with a comprehensive benefits package. Benefits may include medical, dental, vision, health savings account, flexible spending account, STD, life, LTD, AD&D, 401(k) with company match, unlimited PTO, paid parental leave, commuter benefits, employee recognition, and referral bonus programs.

Equal Opportunity Employer

Guideline is an equal opportunity employer committed to diversity and inclusiveness. All qualified applicants are encouraged, regardless of 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.

Key skills/competency

• Media Planning
• Customer Support
• SaaS
• Process Improvement
• Problem Solving
• Analytics
• Communication
• Team Leadership
• Microsoft Excel
• AI Usage