Manager, Product Help Center

TL;DR

Manager, Product Help Center: Lead and scale a high-impact support function for internal care teams and future external caregivers/patients with technical issues, with an accent on establishing service standards, processes, and HIPAA compliance. Focus on analyzing support trends, conducting root-cause analyses, and partnering cross-functionally to drive systemic improvements and platform optimizations.

Location: United States (Remote)

Salary: $130,000 - $160,000

Company

Tech-enabled, pediatrician-led medical group delivering 24/7 virtual and in-home care for children with special health care needs.

What you will do

• Build, scale, and lead a high-performing support team across channels by establishing standards, processes, and mentoring.
• Develop and execute a support strategy for internal teams and external customers, including trend analysis and root-cause investigations.
• Ensure compliance with HIPAA and data security in support operations.
• Partner with clinical, operational, learning, technology, legal, and compliance teams to reduce friction and create self-service resources.
• Optimize support platforms and drive continuous improvements through data-driven decisions.

Requirements

• 6+ years in customer/product support, service operations, or customer experience in health services with HIPAA understanding; 1-2 years management experience
• Proven track record building/scaling support operations in fast-paced environments for internal and external users
• Strong knowledge of support technologies like Jira Service Management
• Excellent communication skills across organizational levels
• Data-driven decision making with analytical capabilities

Nice to have

• Experience supporting websites and mobile apps

Culture & Benefits

• Base salary $130k-$160k + bonus + equity program
• Competitive medical/dental/vision, FSA, company-funded HSA
• 401(k) with 4% match (vested day one), disability/life insurance
• 20 PTO days + 10 holidays + 2 floating + paid parental leave
• Guided by values: Children First, Earn Trust, Innovate Today, Embrace Humanity, One Team Diverse Perspectives