Equip

4 weeks ago

Manager, Product Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead and optimize the product support function for a fully remote, PST-friendly team. Oversee daily operations, capacity planning, and SOPs; collaborate with Product & Engineering to drive bug resolution and product improvements; mentor staff to deliver high-quality customer experiences across the company’s virtual health platform.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Manage and mentor the product support team through hiring, onboarding, performance management, and continuous coaching.
•Oversee daily operations, including scheduling and capacity management, to ensure SLAs and high-quality customer service.
•Develop and maintain standard operating procedures (SOPs) and knowledge base documentation to streamline workflows and support consistency.
•Define and track key performance indicators (KPIs) to analyze support trends and drive operational improvements.
•Act as the primary escalation point for complex customer issues, ensuring timely and effective resolution.

Pay and Benefits

Salary: USD 110,000 - 140,000 annually

Key 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.

Experience:5+ yearsHealthcareHealthtech

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingStrategic thinking

Company Brief

Equip

Equip provides virtual, family-centered eating disorder treatment using five-person clinical teams (therapist, physician, dietitian, peer and family mentors) to deliver evidence-based care at home across the United States.

Industry: Mental Health

Company Size: Large (251 to 1,000 employees)

Revenue: USD 25M to 50M

Growth: Scaleup

Funding: Series D

Headquarters: San Diego, United States

Founded: 2019

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Equip

4 weeks ago

Manager, Product Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Manage and mentor the product support team through hiring, onboarding, performance management, and continuous coaching.
•Oversee daily operations, including scheduling and capacity management, to ensure SLAs and high-quality customer service.
•Develop and maintain standard operating procedures (SOPs) and knowledge base documentation to streamline workflows and support consistency.
•Define and track key performance indicators (KPIs) to analyze support trends and drive operational improvements.
•Act as the primary escalation point for complex customer issues, ensuring timely and effective resolution.

Pay and Benefits

Salary: USD 110,000 - 140,000 annually

Key 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.

Experience:5+ yearsHealthcareHealthtech

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingStrategic thinking

Company Brief

Equip

Industry: Mental Health

Company Size: Large (251 to 1,000 employees)

Revenue: USD 25M to 50M

Growth: Scaleup

Funding: Series D

Headquarters: San Diego, United States

Founded: 2019

Glassdoor: 3.5

Website LinkedIn Glassdoor