latent - Product Operations & Support Associate

Remote - ET (Eastern)+ Equity1w ago

Remote Junior NA Associate Support Engineer Documentation Process Optimization

Requirements

• 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. • 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

Responsibilities

• 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.

Benefits

• 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