Senior Manager, Product Support

Notable • San Mateo, CA

11d • Hybrid

About The Position

Notable is the leading healthcare AI platform for transforming workforce productivity. Health systems, hospitals, and payers use Notable to improve healthcare quality, close gaps in patient care, drive member enrollment, and patient acquisition, retention, and reimbursement, scaling growth without hiring more staff. We are on a mission to improve the lives of patients, staff, and clinicians - to improve healthcare for humanity. This isn't just a lofty goal - it's something we're achieving every single day. When you join Notable, you become part of a force actively transforming healthcare. Our aim to impact 100 million patients isn't just a number; it's a commitment to creating meaningful change on a massive scale. Therefore, our culture is purposeful in pursuit of this mission. We believe our culture gives each person the opportunity to do the best work of their lives, work with the best teammates, and have fun achieving great things together. Role Summary: We’re looking for a Senior Manager of Product Support to lead and scale our support function. This person will oversee the Product Support and Maintenance teams, ensure service levels are met across the organization, and continuously improve how we triage, resolve, and learn from customer issues. The role requires someone who can operate both strategically and hands-on when needed, improving systems and processes while enabling the team to perform at a high level.

Requirements

• 5+ years of experience managing customer support or technical support teams.
• Strong experience managing service levels and operational performance in a support environment.
• Proven ability to delegate effectively while stepping in hands-on when necessary.
• Experience auditing, diagnosing, and improving support systems and workflows.
• A process-oriented mindset with a track record of improving support operations and resource allocation.
• Comfort working with ticketing systems such as Zendesk or similar platforms.
• Experience building automation or efficiency tools such as agents, prompts, or workflow automation.
• Technical fluency and the ability to support a technically sophisticated customer or builder audience.
• Strong communication skills and the ability to collaborate with both technical and non-technical stakeholders.
• Comfort operating in a fast-paced environment and partnering closely with leadership to evolve support strategy in real time.

Responsibilities

• Lead and continue building the Product Support and Maintenance teams, managing utilization, resource allocation, and ticket resolution to maintain strong service levels.
• Run daily ticket triage and ensure issues are routed, prioritized, and resolved efficiently across internal teams.
• Serve as the primary escalation point for complex technical support issues, occasionally working directly with customers to drive resolution.
• Audit, diagnose, and configure support systems while identifying and implementing process improvements that enhance operational efficiency and customer satisfaction.
• Partner closely with Customer Success, Delivery, and R&D to align support operations with broader organizational goals and support customers as they transition into maintenance status.
• Build and refine processes, templates, and automation (including agents or prompts) to improve support efficiency and scalability.
• Leverage and optimize CRM and ticketing systems to improve visibility, reporting, and overall team performance.
• Support the broader builder community by collaborating with internal leaders to ensure builders have the resources and guidance they need.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed