About Us

Hawthorne Health is the leading community site network, with 75+ sites across the U.S. and leveraging intelligent technology to accelerate patient access, improve retention, and reduce study costs. By embedding high-quality, compliant research within local communities, Hawthorne makes clinical trials more accessible and convenient for patients.

Traditional trial sites are often fragmented and inefficient. Hawthorne streamlines the process by making trials scalable, cost-effective, and patient-centric. By bringing research directly into communities, Hawthorne shortens timelines and helps bring better treatments to market, faster.

About the Role

We are looking for a proactive and analytical Product Support Specialist to join our product team. In this role, you will become a subject matter expert (SME) in our clinical trials software, manage and triage incoming support requests, create and monitor support metrics, and collaborate with the product and development teams to enhance the user experience and reduce support volume.

Key Responsibilities

• Support Operation & Intake
• Serve as the first point of contact for support-related inquiries from internal users.
• Triage, prioritize, and track support tickets to ensure timely resolution.
• Maintain and continuously improve support workflows and ticketing systems.
• Product & User Expertise
• Become a subject matter expert on our software, user workflows, and clinical trial domain needs.
• Document common issues, resolutions, and best practices for internal and user-facing knowledge bases.
• Metrics & Analysis
• Develop and report on key metrics (e.g. ticket volume, resolution time, recurring issues).
• Identify patterns or trends in support tickets to inform future product enhancements.
• Recommend and help implement process or feature improvements based on ticket analysis.

Additional Responsibilities

• Cross-Functional Collaboration
• Provide support to product managers for release management, continuous process enhancements, and organizational activities.
• Collaborate with product managers and engineers to communicate user pain points and suggest product enhancements.
• Participate in product planning and QA testing to advocate for user needs.
• Assist in training sessions, product demos, or documentation updates as needed.

Qualifications

• Required:
• 2+ years in a product support, customer support, business analyst, or similar role—ideally within a Saas or health tech environment.
• Strong analytical skills with the ability to identify trends and propose actionable solutions.
• Excellent communication skills with a user-centric mindset.
• Experience using support ticketing tools and project management software (e.g. Monday, Jira, Zendesk, Freshdesk).
• Comfort working with product and technical teams in an agile development environment.
• Quick learner with a passion for mastering complex software systems.
• Preferred:
• Experience in clinical trials, healthcare technology, or regulated environments.
• Familiarity with product management processes or agile methodologies.
• Understanding of software usability, user experience, or QA testing processes.

To find out more about Hawthorne Health, visit: https://hawthornehealth.com