Vitalize - Product Support Operations
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Requirements
• You have 4+ years of customer-facing experience, ideally in technical support, customer success, or operations roles at B2B SaaS companies. You've supported complex, data-driven products and can talk about how you've unblocked critical customer workflows. • You're technically capable or want to be. You can troubleshoot APIs, data integrations, and technical configurations. You're comfortable digging into logs, reproducing bugs across different environments, and explaining technical concepts to non-technical users. Familiarity with SQL, APIs, and integration setups is a plus. • You go above and beyond for customers. When a hospital can't complete their staffing schedule because something's broken, you take ownership. You stay with the problem until it's resolved, even if that means coordinating across multiple teams or jumping on a call outside normal hours. • You're excited about talking to customers. You're comfortable regularly interacting over chat, video, and in-person. You see customer conversations as opportunities to understand their workflows deeply, not just tickets to close. • You have strong communication skills. You can adapt your approach based on who you're talking to — whether that's a nurse using the product in the field or a technical administrator configuring integrations. • You might not be the right fit if: • You're looking for a purely reactive support role • You prefer to avoid customer conversations • You're looking for a remote role • You don't have experience with technical troubleshooting or data-driven workflows • You’re looking for a repeatable, structured environmen • Experience in healthcare, logistics, or similarly complex operational domains is a plus, but not required. The domain is deep but learnable.
Responsibilities
• You own post–go-live customer success end-to-end with total autonomy to move fast, make independent decisions, and unblock our deployment team so they can focus on the next hospital. • You're obsessively on-site with customers, spotting patterns across accounts, and your insights directly shape our engineering roadmap — no silos, no bureaucracy. You build the systems that scale: documentation, tools, dashboards, workflows — solving the problems that would otherwise require hiring 10 people. • Execution beats process. You move fast, build scrappy solutions that work, and treat every customer interaction as data for how we improve. As we scale to 200+ hospitals, you'll have opportunities to build and lead the team that owns the entire post-deployment lifecycle — shaping how we think about retention and success at scale. • Hospitals still run their most important operations — staffing, labor planning, and capacity — on paper, spreadsheets, and guesswork. It’s a system that wastes thousands of hours and millions of dollars every year. • Vitalize replaces this with intelligent, automated staffing operations. Our platform brings real-time decision support to clinical leaders, eliminating manual work, reducing unnecessary labor spend, and unlocking patient capacity for hospitals. • Labor drives ~60% of hospital costs, and our research shows more than 20% of that spend is preventable. By proactively aligning labor supply with patient demand, Vitalize helps health systems operate efficiently, safely, and sustainably. • We’re building the core operating system for hospital workforce operations — competing directly with legacy HR/ERP platforms. And we’re winning. We’re already live across 20+ hospitals, near 8-figures in revenue, and have raised funding from top investors. We’ve 3x’ed revenue in the last 3 months, and are scaling fast.
Benefits
• $120K – $240K • Offers Equity • The listed compensation applies to candidates who will be based out of or relocating to San Francisco Bay Area, CA. Compensation for remote candidates residing outside of the bay area is determined by location tiers and corresponding benchmarks. These tiers are based on cost of labor—not cost of living. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • You may optionally submit a short video response as part of your application.This is not required and will not negatively impact your application if you choose not to submit one. • optionally
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