Manager, Product Support

**About Equip** 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. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong [outcomes](https://equip.health/outcomes) and treatment approach at [www.equip.health.](http://www.equip.health) Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equipsters that have created Equip’s culture. Recognized by [Time](https://time.com/collection/time100-companies-2023/6285207/equip/) as one of the most influential companies of 2023, along with awards from [Linkedin](https://www.linkedin.com/pulse/linkedin-top-startups-2022-50-us-companies-rise-linkedin-news/) and[Lattice](https://lattice.com/blog/announcing-the-2023-finalists-for-lattices-people-success-awards), we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families. **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 he…