Protocol Support Manager
Skills
About the Role
You will act as a human-in-the-loop decision maker, evaluating and validating protocol-related proposals and applying structured reasoning to ambiguous scenarios. You will triage and resolve a broad range of questions and issues, review AI-generated responses and support corrective training, identify recurring problems and suggest system improvements, and communicate efficiently with product, engineering, and marketing. You will build deep working knowledge across protocols and take ownership of resolutions, escalations, and user support tasks while adapting to evolving responsibilities.
Responsibilities
- Evaluate and validate protocol proposals
- Triage and resolve protocol questions and issues
- Review AI-generated responses and support AI training
- Identify recurring issues and propose system improvements
- Communicate with product, engineering, and marketing
- Build deep working knowledge across protocols
- Take ownership of resolutions and escalate when necessary
- Adapt to evolving operational needs
Benefits
- Remote-first work
- Flexible work environment
- Personal wellness support