Product Support Manager

Long Tail Health Solutions; Kirkland (WA); On-site; USD 160,000 - 210,000; Full time

Job summary

Long Tail Health Solutions in Kirkland, WA seeks a seasoned Head of Customer Support to design and lead a scalable support function for a healthcare SaaS product. This leader will shape strategy, build the team, and establish SLAs to improve response times and customer outcomes.

Responsibilities include owning daily ticket management, coordinating with product and engineering, and driving process innovation to support our growing customer base.

Qualifications

• Bachelor’s degree required
• 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.

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.
• 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.

Skills

Leadership

Hiring

Strategic thinking

Communication

Process design

Hands-on ticketing

Education

Bachelor's degree

Tools

Ticketing systems

Job description

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.