Product Manager, Customer Support - Remote

Overview

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.

In Short

• Own the support experience as a product domain.
• Drive scalable support strategies through design thinking.
• Prioritize and execute on cross-functional fixes.
• Identify and share emerging patterns.
• Ensure resolution through accountability.
• Care for customer outcomes.
• Coach and lead a high-performing support team of 8.

Requirements

• 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.
• Strong customer empathy with a bias toward resolving pain points through scalable product solutions.
• Familiarity with support tooling, ticketing systems, and support analytics.
• Comfort owning the full lifecycle of internal or user-facing features.
• Clear, structured communication skills.
• A mindset of ownership and accountability.

Benefits

• Opportunity to lead a critical domain within a high-growth company.
• Work at the intersection of product and customer experience.
• Engage in meaningful work that impacts healthcare.
• Competitive salary and stock options.
• Supportive and mission-driven company culture.