Product Support Lead – Healthcare SaaS & Strategy

Long Tail; Kirkland (WA); On-site; USD 120,000 - 180,000; Full time

Job summary

Long Tail Health Solutions Inc. is seeking a Product Support Manager to design and lead the company’s end-to-end support function for healthcare SaaS products.

You will start hands-on with ticket management and progressively build the full support infrastructure, including SLAs, workflows, and a growing team, while aligning with product and engineering to improve customer outcomes. Strong leadership, communication, and process design are required to elevate support quality in a regulated

Qualifications

• Bachelor's degree is required.
• Preferred: experience building or scaling a support function, ideally in healthcare SaaS or regulated industry.
• 5+ years in customer/product support, including 2+ years in a leadership role owning support strategy and process.

Responsibilities

• Design and stand up support tooling, workflows, and SLAs, evolving them as the customer base grows.
• Own day-to-day service ticket management, ensuring timely and accurate resolution or escalation.
• Manage and grow the support team, starting with the Product Support Analyst role.
• Define and manage the escalation path between support, product, and engineering for bugs and complex issues.
• Identify and pilot new approaches to healthcare SaaS support beyond a generic helpdesk model.
• Establish support KPIs (response time, resolution time, ticket volume/trend) and report on support health to leadership.
• Ensure customer-reported issues and feature requests surfaced through support reach the appropriate product managers.

Skills

Operational design

Leadership

Hiring

Communication

Ticketing

Education

Bachelor's degree

Tools

Ticketing systems

Job description

Long Tail Health Solutions Inc. is seeking a Product Support Manager to design and lead the company’s end-to-end support function for healthcare SaaS products.

You will start hands-on with ticket management and progressively build the full support infrastructure, including SLAs, workflows, and a growing team, while aligning with product and engineering to improve customer outcomes. Strong leadership, communication, and process design are required to elevate support quality in a regulated