Job Overview
Location
Remote
Job Type
Full-time
Category
Product Management
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Serve as the first point of contact for customer inquiries, providing accurate, empathetic, and timely resolutions to technical and product-related issues including AI output quality, application access, authentication, and error logs.
- • Manage multiple competing priorities during support shifts while maintaining strong responsiveness, reliability, and accountability.
- • Troubleshoot complex product issues in collaboration with cross-functional teams, escalating matters appropriately without compromising customer experience.
- • Develop and maintain deep, up-to-date knowledge of Latent Health’s AI-powered platform, features, and clinical workflow integrations.
- • Document customer interactions, recurring issues, and product feedback to inform continuous improvement of the product and support processes.
- • Create and update internal documentation, FAQs, and knowledge base content to enhance team efficiency and customer self-service.
- • Own individual tasks independently while actively contributing to the refinement of team workflows and operational best practices.
- • Work within standard business hours aligned with Eastern and Central time zones (approximately 8:00 AM – 6:00 PM EST / 7:00 AM – 5:00 PM CST), with flexibility to adjust based on team and customer needs.
- • Ensure seamless support experiences for healthcare professionals and operational leaders using Latent’s AI platform to reduce administrative burden and improve patient outcomes.
- • Act as a bridge between customers and product/engineering teams by translating real-world usage patterns and pain points into actionable insights.
- • Maintain high standards of professionalism and empathy in all customer interactions, reflecting Latent Health’s mission to improve healthcare at scale.
- • Adapt quickly to evolving product features, customer needs, and operational priorities in a fast-growing Series A company environment.
- • Contribute to a culture of ownership, urgency, and continuous learning within the Customer Enablement team.
🎯 Requirements
- • 2+ years of experience in a customer support or product operations role, ideally in a high-tech or fast-paced environment.
- • Availability to consistently support customers during core Eastern and Central time zone business hours (8:00 AM – 6:00 PM EST / 7:00 AM – 5:00 PM CST).
- • Exceptional empathy and a genuine desire to help customers succeed.
- • Strong problem-solving skills with the ability to navigate ambiguity and technical complexity.
- • Excellent organizational skills and the ability to manage multiple tasks simultaneously.
- • Clear and effective written and verbal communication skills, with the ability to explain complex concepts simply.
🏖️ Benefits
- • Competitive compensation, equity, and benefits.
- • Mission-driven team tackling one of healthcare’s biggest challenges.
- • High-ownership culture with meaningful growth opportunities.
- • Work alongside leading experts in AI, healthcare, and product innovation.
Skills & Technologies
About Latent AI, Inc.
Latent AI provides an edge AI optimization and deployment platform that compresses, compiles, and secures machine-learning models for resource-constrained devices. Its toolkit, Latent AI Efficient Inference Platform (LEIP), enables developers to reduce model size and latency while maintaining accuracy, targeting automotive, defense, and industrial IoT applications. Founded in 2018 as a spinout of SRI International, the company accelerates edge ML workflows from research to production, offering SDKs, runtime libraries, and cloud-based orchestration to streamline continuous integration and deployment across CPUs, GPUs, DSPs, and custom accelerators.
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