Product Operations & Support Associate

Product Operations & Support Associate

Latent Health is building the AI nervous system for healthcare. Our platform powers faster clinical workflows, reduces administrative burden, and unlocks operational and financial performance for health systems through safe, explainable, and scalable applied LLM technology.

We partner with leading hospital systems to improve patient outcomes while reducing friction across care teams and operational leaders.

We're a fast-growing Series A company backed by world-class investors. If you thrive in ambiguity, move with urgency, and care deeply about improving healthcare at scale, you'll love building at Latent.

About the Role

As a Product Operations & Support Associate, you will serve as a frontline member of our Customer Enablement team, delivering empathetic, efficient, and high-quality support to our users.

This is a highly visible, fast-paced role ideal for a proactive problem-solver who can manage multiple priorities, navigate technical complexity, and ensure a seamless support experience.

This role requires coverage during standard business hours across both Eastern and Central time zones. Candidates should be available to work shifts aligned with approximately 8:00 AM 6:00 PM EST / 7:00 AM 5:00 PM CST, with some flexibility based on team and customer needs.

What You'll Do

• 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.

What You Bring

• 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.

Who You Are

• Deeply customer-centric with a passion for service

• Ownership-driven with a bias toward action

• Comfortable operating in ambiguity and adapting quickly

• Motivated by improving healthcare at scale

Why Latent Health

• Mission-driven team tackling one of healthcare's biggest challenges

• High-ownership culture with meaningful growth opportunities

• Competitive compensation, equity, and benefits

• Work alongside leading experts in AI, healthcare, and product innovation