Manager, Product Support

Equip Health Inc.

Job Overview

Location

Remote - USA

Job Type

Full-time

Full Job Description

📋 Description

• Manage and mentor a product support team through hiring, onboarding, performance management, and ongoing coaching to ensure high performance and team development.
• Oversee daily operations of the product support function, including scheduling and capacity planning, to maintain SLAs and deliver consistent, high-quality customer service.
• Develop, maintain, and update standard operating procedures (SOPs) and knowledge base documentation to standardize workflows and improve support efficiency and consistency.
• Define, track, and analyze key performance indicators (KPIs) to identify support trends, measure team effectiveness, and drive data-informed operational improvements.
• Serve as the primary escalation point for complex customer issues, ensuring timely, accurate, and empathetic resolution while maintaining customer trust and satisfaction.
• Collaborate closely with Product and Engineering teams to report, track, and prioritize product bugs and feature requests based on customer ticket trends and feedback.
• Advocate for the customer by translating support data and recurring issues into actionable insights that influence the product roadmap and development priorities.
• Ensure the product support team is fully informed about product updates, release notes, and bug resolutions to enable accurate and confident customer interactions.
• Maintain a deep understanding of the product life cycle, bug tracking systems, and software release processes to effectively guide the support team and communicate with technical stakeholders.
• Foster a customer-centric culture within the support team by modeling effective communication, de-escalation techniques, and problem-solving approaches.
• Perform other duties as assigned to support the overall goals of the Product Support function and the broader mission of Equip Health.

🎯 Requirements

• Bachelor's degree in Business, Communications, Technology, or a related field
• 5+ years of experience in product support, customer success, or technical support roles
• 2+ years of direct people management experience
• Ability to work during PST business hours
• Strong understanding of product life cycles, bug tracking, and release processes
• Strong verbal and written communication skills with proven ability to navigate challenging customer interactions effectively

🏖️ Benefits

• Flex PTO policy (3-5 weeks/year recommended) + 11 paid company holidays
• Generous parental leave
• Competitive Medical, Dental, Vision, Life, and AD&D insurance with Equip paying a significant percentage of premiums for individuals and families
• $50/month stipend for home internet expenses
• $250/month stipend to use a co-working space
• Initial work-from-home stipend of up to $500, with reload of $200 at year 3 and every other year thereafter
• Company Laptop
• Spring Health: 100% employer-paid mental health benefit including 5 free therapy and 5 free coaching sessions per year for employee and each dependent
• Employee Assistance Program (EAP) covering mental health, legal services, and financial support
• HealthJoy: 100% employer-paid healthcare concierge service
• 401K option

Skills & Technologies

Spring

Remote

Degree Required

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AI Job Fit Analysis

Pro

See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.

Equip Health Inc.

Visit Website

About Equip Health Inc.

Equip Health is a virtual eating-disorder treatment provider delivering evidence-based care to adolescents and adults in the United States. Founded in 2019, the company pairs each patient with a five-person dedicated care team comprising a medical provider, therapist, dietitian, peer mentor, and family mentor. Treatment is delivered entirely via secure video, allowing patients to remain at home while receiving Family-Based Therapy and coordinated medical management. Equip partners with major insurers to increase access and accepts most commercial plans. The company is headquartered in San Diego, California, and has raised venture capital to expand nationwide access to comprehensive eating-disorder recovery.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.