Principal Product Manager, Virtual Primary Care
First Stop Health
Job Level
JuniorMid-Level
About the role
- Drive the customer support function for our upgraded EHR platform and managed healthcare services
- Respond to customer queries in a timely and accurate way via email, phone, and chat regarding EHR usage
- Troubleshoot customer issues with EHR functionality and coordinate with vendor support when advanced technical assistance is needed
- Identify customer needs and help customers optimize their use of EHR features
- Assist cross-functionally with service updates, process improvements, and client outreach
- Serve as a liaison between customers and vendor support, ensuring efficient issue resolution and clear communication
- Maintain detailed case documentation and update internal knowledge base with common issues and solutions
- Give suggestions to improve service delivery processes and overall customer success
Requirements
- Excellent English skills, both written and spoken
- Ability to work 9 am - 5 pm PT Monday - Friday
- 1+ year experience in customer support or success role
- Experience working with healthcare software such as Electronic Medical Records
- Passion for improving mental healthcare access and quality
- Excellent verbal and written communication skills, including great email hygiene
- Compassion and empathy, detail-oriented
- Experience utilizing a ticketing system in a customer-facing role
- Startup experience, preferably early-stage (nice to have)
- Familiarity with help desk software such as Intercom (nice to have)
