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Full-time
bachelor degree
Posted 54d ago
~40 hrs/week
Responsibilities
The Product Support Manager will build and own the end-to-end support function, including infrastructure design, team management, and process innovation. They will also manage daily ticket operations and serve as the primary liaison between customers, product, and engineering teams.
Requirements
Candidates must have at least 5 years of experience in customer or product support, with at least 2 years in a leadership role. A bachelor's degree is required, along with specific experience in healthcare SaaS or regulated industries.
Full job description
The Product Support Manager builds and owns the product support function end to end — starting with day-to-day ticket management and growing into the design of the company's entire support infrastructure and process. This role is both a hands-on leader, initially managing a small team, and a builder of support strategy, expected to bring novel thinking to healthcare SaaS support rather than defaulting to conventional helpdesk models.
Education and Experience
Required: Bachelor's degree
Preferred: Experience building or scaling a support function from an early stage, ideally in healthcare SaaS or a regulated industry.
5+ years of experience in customer/product support, including 2+ years in a leadership role owning support strategy and process, not only ticket queues.
Knowledge
Strong knowledge of support ticketing and helpdesk platforms and how to select and implement one appropriate to the company's stage.
Understanding of healthcare SaaS customer environments (hospital IT, utilization review/denials staff) and the operational stakes of support response time.
Familiarity with support metrics and SLA design (response time, resolution time, escalation paths).
Understanding of how support interacts with product and engineering (bug triage, feature request capture, escalation).
Skills
Strong operational and process-design skills — able to build support infrastructure from close to a blank slate.
Good judgment on when to follow established support-industry practice versus design something novel for this customer base.
Strong leadership and hiring skills to build out the support team as it grows beyond the initial analyst.
Clear communicator able to represent customer pain points and support trends to product and engineering leadership.
Comfortable being hands-on with tickets early while simultaneously designing the function's long-term shape.
Primary Job Duties The essential functions include, but are not limited to the following:
Support Infrastructure: Design and stand up support tooling, workflows, and SLAs, evolving them as the customer base grows.
Ticket Ownership: Own day-to-day service ticket management, ensuring timely and accurate resolution or escalation.
Team Building: Manage and grow the support team, starting with the Product Support Analyst role.
Escalation Management: Define and manage the escalation path between support, product, and engineering for bugs and complex issues.
Process Innovation: Identify and pilot new approaches to healthcare SaaS support rather than defaulting to a generic helpdesk model.
Metrics & Reporting: Establish support KPIs (response time, resolution time, ticket volume/trend) and report on support health to leadership.
Cross-Functional Feedback Loop: Ensure customer-reported issues and feature requests surfaced through support reach the appropriate product managers.
Related keywords
Product Support ManagerHealthcare SaaSSupport InfrastructureSLAKPIsTicket ManagementHelpdeskBug TriageProcess DesignLeadershipCustomer SuccessOperational StrategyEscalation ManagementProduct ManagementEngineering CollaborationRegulated Industry
Optimizing hospital Utilization Review through data science and process re-engineering.
Industry
Technology, Information and Internet
Company size
11-50 employees
Founded
2023
LinkedIn followers
1,250
Long Tail Health’s technology-enabled services improve operational efficiency of healthcare operations. We help providers uncover the unpublished payor rules impacting their revenue to reduce initial denials and improve recovery of clinical denials.
How many Healthcare jobs are open in Kirkland, WA right now?
There are currently 341 open healthcare positions in Kirkland, WA listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Healthcare roles in Kirkland, WA?
Companies currently hiring include EvergreenHealth, Aegis Living, Aiken Regional Medical Centers, Gold's Gym, Connections Health Solutions, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Healthcare jobs in Kirkland, WA?
Yes — 20 of the 341 open healthcare positions offer remote or hybrid work (5 remote, 15 hybrid).
How do I apply for Healthcare jobs in Kirkland, WA?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.