About the job
Product Operations & Support Associate
Weekend Coverage | Saturday–Wednesday (8:00 AM–5:00 PM ET)
About Latent Health
At Latent Health, we are revolutionizing the healthcare landscape by developing an AI-driven platform that enhances clinical workflows, minimizes administrative tasks, and boosts both operational and financial performance for healthcare systems. Through our innovative, explainable, and scalable applied LLM technology, we partner with top hospital systems to elevate patient outcomes and streamline collaboration among care teams and operational leaders.
As a dynamic Series B company backed by prestigious investors, we are looking for individuals who thrive in fast-paced environments, embrace challenges, and are passionate about transforming healthcare on a large scale.
About the Role
As a Product Operations & Support Associate, you will be an essential member of our Customer Enablement team, providing empathetic, efficient, and high-quality support to our users. This role is perfect for proactive problem-solvers who can juggle multiple tasks, navigate complex technical issues, and create seamless support experiences.
Schedule: Saturday–Wednesday, 8:00 AM–5:00 PM ET, including weekend coverage as part of the standard workweek.
What You’ll Do
Act as the primary contact for customer inquiries, providing accurate, empathetic, and timely resolutions for technical and product-related issues (AI output quality, application access, authentication, error logs, etc.).
Effectively manage multiple competing priorities while ensuring high responsiveness, reliability, and accountability during support shifts.
Collaborate with cross-functional teams to troubleshoot complex issues, escalate as necessary, and ensure a superior customer experience.
Cultivate and maintain a deep understanding of Latent’s products, features, and workflows.
Document customer interactions, issues, and feedback to drive ongoing product and process improvements (FAQs, knowledge base content, internal documentation).
Independently manage tasks while contributing to team workflows and the continuous enhancement of support operations.
What You Bring
Minimum of 2 years of experience in a customer support or product operations role, preferably within a high-tech or fast-paced environment.

