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Latent

Product Operations and Support Associate

Latent

Product Operations & Support Associate for Latent Health delivering customer support and managing multiple priorities in a fast-paced environment.

Posted 5/20/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact
  • Serve as the first point of contact for customer inquiries, delivering accurate, empathetic, and timely resolutions across technical and product-related issues (AI output quality, application access, authentication, error logs, etc.).
  • Manage multiple competing priorities while maintaining strong responsiveness, reliability, and accountability during support shifts.
  • Troubleshoot complex issues in partnership with cross-functional teams, escalating appropriately while ensuring a high-quality customer experience.
  • Develop and maintain deep knowledge of Latent’s products, features, and workflows.
  • Document customer interactions, issues, and feedback to support continuous product and process improvement (FAQs, knowledge base content, internal documentation).
  • Own tasks independently while contributing to team workflows and ongoing refinement of support operations.

Requirements

What you’ll need
  • 2+ years of experience in a customer support or product operations role, ideally in a high-tech or fast-paced environment.
  • Availability to consistently support customers during core Eastern and Central time zone business hours.
  • Exceptional empathy and a genuine desire to help customers succeed.
  • Strong problem-solving skills with the ability to navigate ambiguity and technical complexity.
  • Excellent organizational skills and the ability to manage multiple tasks simultaneously.
  • Clear and effective written and verbal communication skills, with the ability to explain complex concepts simply.

Benefits

Comp & perks
  • Competitive compensation, equity, and benefits
  • Work alongside leading experts in AI, healthcare, and product innovation

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills
empathyproblem-solvingorganizational skillscommunication skillsresponsivenessreliabilityaccountability