Bullhorn | $110,000 - $125,000
Steph's Notes:
This one was reader-submitted, thanks!
Application is on Workday. My condolences.
The Bullhorn Careers page prominently displays Best Place to Work awards, so of course that meant a trip to Glassdoor -- and what an interesting trip it was:
Not only were the reviews overwhelmingly negative (and recent good reviews feel like the result of a review gaming campaign), but, in a turn I don't think I've ever seen before: the senior leadership of the company is personally responding to negative feedback and *signing off with their names.* Some of the responses demonstrate effectively why those bad reviews are racking up -- here's an example:
Nothing I say here will change your mind about how you feel about us & leaving the company. I want all of our employees to leave here and believe they had a good experience, so it's a bummer, but I cannot control how someone chooses to depart. I do wish you great success in your next chapter, and hope that you find the fulfillment that every person deserves.
For anyone else who is reading this, I'll say this. One of the key tenants of our Core Values is to give the benefit of the doubt - and that goes both ways. I could argue all the points above, one by one. While it might feel good to do so, it's not productive. As an executive here, responsible for the single most costly & valuable asset we have, our people, my entire day is thinking about how to make this a great place to work. And I love to do that creatively, and with data, and with the collaboration of our people. I care, and my door is always open! - Kelley Morse, CP
So yeah. Wild stuff.
This is an equally wild opening paragraph in the job listing:
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.
You know things are bad when the team requires a *behavioral guide* to interact with customers and coworkers. Also, why the casual ableism?
Bullhorn is a fast-paced and dynamic environment
Oh don't worry, you've made that clear already.
This is a highly visible, senior-level role that serves as the primary Support leadership presence for key accounts, one that requires executive credibility and operational command.
Maybe it's that executive command bit, but boy does this sound menacing.
Beyond managing a team of DPSAs, you will personally lead the most complex, high-stakes customer situations: escalations, critical incidents, and executive-level conversations that require composure, judgment, and authority.
What exactly is the product that it's requiring composure?
You will shape how Support shows up for our most important customers, influence cross-functional decisions, and drive continuous improvement at the program level. This role is for someone who doesn't just manage support. They elevate it.
Okay, then elevate this role to the VP-level, because Senior Manager ain't gonna do it.
Exercise sound judgment on when and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions
Seriously, what the hell is this product?
Advocate assertively for customer needs and influence prioritization decisions at the program level
Woo, between this bit and "executive credibility," a picture sure is developing about this company's culture, and it definitely involves a bull and its horns.
If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.
Because nothing says casual like constantly warning candidates about needing composure in a high-stakes environment!
$110,000 - $125,000 is not nearly enough money for a role like this, and the title isn't nearly senior enough to do what they want this role to do. Unfortunately, another one for **Seriously, Maybe Don't***!
From the reviews:
- "Lost the magic touch" (2 stars)
- "Talented Teams, but Compensation is Driving Turnover" (1 star)
- "Technical support analyst" (So much for being human" (1 star)
- "Don't fall for it" (2 stars)
- "Compensation needs to be reviewed" (2 stars)
Original Job Description: Senior Manager, Dedicated Product Support
remote type
Fully Remotelocations
Remote - NOAM
time type
Full time
posted on
Posted 17 Days Ago
job requisition idJR1256
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
We are seeking a Senior Manager of Dedicated Product Support to lead a specialized team of analysts supporting a set of strategic enterprise customers. This is a highly visible, senior-level role that serves as the primary Support leadership presence for key accounts, one that requires executive credibility and operational command.
Beyond managing a team of DPSAs, you will personally lead the most complex, high-stakes customer situations: escalations, critical incidents, and executive-level conversations that require composure, judgment, and authority. You will shape how Support shows up for our most important customers, influence cross-functional decisions, and drive continuous improvement at the program level. This role is for someone who doesn't just manage support. They elevate it.
A typical day will include...
Escalation Management
- Take personal ownership of high-impact escalations, driving resolution with urgency and clear stakeholder communication
- Lead difficult customer conversations with composure, setting realistic expectations while maintaining trust
- Exercise sound judgment on when and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions
Operational Excellence
- Hold the team to a high standard of backlog hygiene and case progression across all assigned accounts
- Partner with Support Operations to ensure coverage, capacity, and process efficiency
- Proactively identify trends affecting customer experience and drive improvements before they become escalations
Cross-Functional Collaboration
- Lead cross-functional engagement with Product, Engineering, Customer Success, and Services to resolve complex customer issues
- Advocate assertively for customer needs and influence prioritization decisions at the program level
- Drive continuous improvement of the dedicated support model, bringing a point of view on what should change and why
This role is a fit for you if…
- 5-7+ years of experience in Product Support, Technical Support, or Customer Experience
- 2–4+ years of people management experience preferred
- Proven experience handling high-severity escalations and executive level customer-facing situations
- Strong executive presence with the ability to lead customer conversations confidently
- Exceptional verbal and written communication skills
- Working knowledge of enterprise SaaS solutions and the ability to quickly understand customer environments, business models, and industry context (staffing industry experience preferred).
- Demonstrated ability to make decisions quickly in high-pressure environments
- Experience supporting enterprise or strategic customers is strongly preferred
Bonus Points for:
- Staffing industry experience
- Experience in the SaaS industry or with cloud-based software solutions
- Proven track record of managing support teams and improving support processes
- Interest and/or understanding of AI
The annual base salary range for this position is $110,000 - $125,000. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package.
Compensation and Transparency Statement
The posted range represents the good-faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide additional information upon request.
What we offer...
- Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
- Unlimited Planned Paid Time Off
- Global Mental Health Support
- On-Demand Learning & Development
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Company-wide mentor program
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.
