Product Support Manager

lths-main; Kirkland (WA); On-site; USD 110,000 - 160,000; Full time

Job summary

Long Tail Health Solutions Inc. is seeking a Product Support Manager to build and own the support function end to end, from daily ticket handling to shaping the company's full support infrastructure.

The role combines hands-on leadership and strategic design, starting with a small team and expanding to policy, tooling, and metrics. Experience in healthcare SaaS or regulated industries is preferred, with a track record of improving response times and customer satisfaction.

Qualifications

• Bachelor's degree required.
• Experience building or scaling a support function, ideally in healthcare SaaS or regulated industry.
• 5+ years in customer/product support, with 2+ years in leadership owning support strategy.

Responsibilities

• Design and stand up support tooling, workflows, and SLAs.
• Own day-to-day service ticket management and escalation.
• Manage and grow the support team starting with the analyst role.
• Define escalation paths between support, product, and engineering.
• Pilot new approaches to healthcare SaaS support beyond standard helpdesk.
• Establish support KPIs and report health to leadership.
• Ensure customer-reported issues reach appropriate product managers.

Skills

Operational and process-design skills

Strategic thinking and problem solving

Leadership and hiring abilities

Strong communication with stakeholders

Hands-on with tickets and tooling

Education

Bachelor's degree

Job description

About Long Tail Health Solutions Inc.

Long Tail Health Solutions is a provider advocate, delivering a suite of technology-enabled services which discover and operationalize payer rules and behaviors to improve the visibility, execution, and outcomes of utilization review, case management, and revenue cycle functions.

Our mission is to optimize the financial performance and work-lives of healthcare providers by eliminating administrative waste with modern technology applied to long tail problems.

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.