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 and treatment approach at 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 as one of the most influential companies of 2023, along with awards from Linkedin and Lattice, 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.

• Proven ability to conduct deep-dive technical root-cause analysis for complex, escalated issues. Comfortable navigating and utilizing tools like Datadog, Mixpanel, Postman, PostgreSQL (writing/running queries), and Chrome Developer Tools to diagnose system, API, and frontend behavior.

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.

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law. 

Our dedication to equitable access, which is core to our mission, extends to how we build our "village." In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of a role, we invite you to reach out to our People team at [email protected].

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