Manager, Product Support

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. They are seeking a dedicated and strategic Manager of Product Support to lead support operations and ensure exceptional customer experiences, overseeing daily operations and driving continuous improvements in support processes.

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
• Collaborate with Product and Engineering teams to report and track bugs, while advocating for the customer by sharing ticket trends to influence the product roadmap
• Perform other duties as assigned

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 a proven ability to navigate challenging customer interactions effectively