About the role

We are looking for a dedicated and strategic Manager of Product Support to lead our support operations and ensure an exceptional customer experience. In this role, you will be responsible for overseeing the daily operations of the product support team, managing team capacity, and driving continuous improvement in our support processes. You will act as the bridge between our customers and the product and engineering teams, staying ahead of product updates and bug resolutions to empower your team and provide consistent, high-quality support.

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.

Qualifications

• 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.

Benefits

Time Off:

• Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
• Generous parental leave.

Core Benefits:

• Competitive Medical, Dental, Vision, Life, and AD&D insurance.
  
  • Equip pays for a significant percentage of benefits premiums for individuals and families.
• Spring Health, a 100% employer-paid mental health benefit through Guardian.
  
  • You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents.
• Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
• HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits.
• 401K Option!

Work From Home Additional Perks:

• $50/month stipend added directly to an employee's paycheck to cover home internet expenses.
• $250/month stipend to use a co-working space.
• Initial work-from-home stipend of up to $500.
  
  • Reload of $200 on the home office stipend at the 3-year mark and then every other year after that (year 5, year 7, etc.).
• Company Laptop.

Physical Demands

Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip's mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.

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