Product Manager, Customer Support

About Thalamus

Thalamus is the market leader in graduate medical education recruitment technology, empowering over 8,000 residency and fellowship programs at 800+ health systems and all new physicians throughout the US annually. As we expand beyond GME into broader physician recruitment, our unique dataset—spanning the full profiles of residency/fellowship applicants and programs—positions us to revolutionize hiring in healthcare through AI/ML and data-driven insights. This furthers our mission to ensure the right doctor ends up at the right hospital to treat the right patients.

 

About the Role

We are expanding our Product team and looking for an exceptional Product Manager, Customer Support. This is a rare opportunity to lead a critical domain within a high-growth, product-led, mission-driven, and growth-stage company tackling one of the most expensive and urgent workforce challenges in healthcare.

As the Product Manager, Customer Support at Thalamus, you will own the support experience end-to-end, managing a team of 8 and transforming reactive support signals into scalable product solutions. You'll work across Customer Support, Product, and Engineering to identify friction points, reduce ticket volume, and improve the product experience for thousands of users. Your mandate is to reduce operational pain while improving user outcomes through systems, tooling, and design thinking.

At Thalamus, we value ownership, empathy, and a builder’s mindset. If you are passionate about scaling internal impact, enhancing user journeys, and leading high-leverage teams at the intersection of product and customer experience, we invite you to join us on our mission to “Connect the Docs.”

What You Will Achieve

• Own the support experience as a product domain. Serve as the internal expert on support-related user journeys. Translate customer pain points and support trends into product opportunities, and drive clarity around which issues are best solved through product changes versus process or content

• Drive scalable support strategies through design thinking. Develop solutions that reduce inbound ticket volume and improve user success—such as in-product education, automation, or experience design tweaks. Define success metrics and ship iterative improvements that deliver measurable impact

• Prioritize and execute on cross-functional fixes. Partner with Customer Support, Product, and Engineering to triage top support drivers, drive resolution timelines, and ensure the roadmap reflects the most urgent customer experience needs

• Identify and share emerging patterns. Monitor and audit ticket trends and responses, and identify recurring friction points. Turn qualitative and quantitative insights into upstream product recommendations

• Ensure resolution through accountability. Track unresolved issues to completion, escalate appropriately, and own the feedback loop back to internal teams and customers

• Care for customer outcomes. Elevate the support team’s empathy, responsiveness, and impact on customer trust and satisfaction

• Coach and lead. Manage a high-performing support team of 8, reinforcing a culture of ownership, care, and accountability.

You Should Have

• 6–8+ years of experience in product management, product operations, or customer experience within SaaS or B2B environments

• Experience managing and coaching a support or operations team, ideally 5–10 people, with a track record of delivering high team performance and engagement

• Strong customer empathy with a bias toward resolving pain points through scalable product solutions

• Familiarity with support tooling, ticketing systems, and support analytics, and the ability to turn insights into action

• Comfort owning the full lifecycle of internal or user-facing features from problem definition to roadmap to delivery

• Clear, structured communication skills, specifically when translating technical details for non-technical stakeholders

• A mindset of ownership and accountability ... you thrive in ambiguity and step up to solve problems

Bonus

• Experience working as a Product Manager focused on customer support, CX tooling, or internal enablement products

• Background in QA, technical support, or product operations with strong debugging and issue-tracking habits

• Familiarity with MLOps or data pipeline integrity, especially if you've worked on high-signal input for support workflows

• Exposure to healthcare, SaaS