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 As