Product Support Manager

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.

• 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.

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.