Product Support Manager
On-siteKirkland, Washington, United States
Job Summary
Design and stand up support tooling, workflows, and SLAs while owning day-to-day service ticket management for timely resolution. Manage and grow the support team starting with the Product Support Analyst role, and define escalation paths between support, product, and engineering for bugs and complex issues. Identify and pilot new approaches to healthcare SaaS support rather than defaulting to a generic helpdesk model. Establish support KPIs and report on support health to leadership, ensuring customer-reported issues and feature requests reach product managers. This role builds the company's entire support infrastructure end to end, blending hands-on ticket handling with strategic process design.
Required Qualifications
- Bachelor's degree
- 5+ years of experience in customer/product support
- 2+ years in a leadership role owning support strategy and process
- Strong knowledge of support ticketing and helpdesk platforms
- Understanding of healthcare SaaS customer environments
- Familiarity with support metrics and SLA design
- Understanding of how support interacts with product and engineering
- Strong operational and process-design skills
- Good judgment on when to follow established support-industry practice versus design something novel for this customer base
- Strong leadership and hiring skills
- Clear communicator
- Comfortable being hands-on with tickets early while simultaneously designing the function's long-term shape
Desired Qualifications
- Experience building or scaling a support function from an early stage
- Ideally in healthcare SaaS or a regulated industry
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