Manager, Support Services

ModMed is hiring! A Manager in Product Support must solve a diverse set of problems, managing team performance and morale under high-pressure workloads, optimizing support processes to handle growing ticket volumes efficiently, and bridging communication gaps between customers, support staff, and cross-functional teams like engineering and product management. They tackle inefficiencies in workflows, address misaligned priorities across departments, and analyze support metrics to drive improvements, while also managing escalations and customer expectations to maintain satisfaction and prevent churn. Additionally, they must adapt to product updates, advocate for customer-driven enhancements, and ensure consistent service delivery across global customer bases, requiring strong analytical, leadership, and communication skills.

Your Role:

Team Leadership:
Manage, mentor, and develop a team of product support specialists, setting performance goals and providing regular feedback.Customer Support Excellence:
Oversee timely and effective resolution of customer inquiries, technical issues, and escalations, ensuring adherence to SLAs.

Process Optimization:
Design and implement support workflows, knowledge bases, and tools to improve efficiency and customer experience.

Performance Metrics:
Monitor and report on key support metrics (e.g., response time, resolution rate, CSAT) to drive team accountability and service quality.

Cross-Functional Collaboration:
Work with product management, engineering, and QA teams to communicate customer feedback, identify bugs, and influence product enhancements.

Training & Development:
Develop training programs to ensure the team stays updated on product features, troubleshooting techniques, and customer service best practices.

Issue Escalation Management:
Handle complex or high-priority customer issues, coordinating with stakeholders to resolve critical cases.

Customer Advocacy:
Act as the voice of the customer, advocating for product, Is responsible for driving innovation by contributing to the design and implementation of new support processes and workflows to enhance efficiency and customer satisfaction. 

Education Level: Bachelor’s degree (Hospitality, Healthcare, Computer Science)

Skills & Requirements:

• 5+ years in technical support, customer success, or product support roles within a software company (e.g., SaaS, cloud-based, or enterprise software).
• 2+ years in a leadership or supervisory role, managing teams of support specialists or similar roles.
• Proven track record of resolving complex customer issues, including escalations, and improving support processes.
• Experience collaborating with cross-functional teams (e.g., engineering, product management) to address customer feedback and enhance products.
• Familiarity with high-pressure environments, handling high ticket volumes, and meeting SLA requirements.
• Strong technical aptitude with hands-on experience supporting software products and troubleshooting technical issues.
• Proficiency with support tools (e.g., Zendesk, Salesforce, JIRA) and metrics-driven performance management.
• Excellent problem-solving, communication, and interpersonal skills to manage teams and customer interactions.
• Ability to translate technical issues for non-technical stakeholders and vice versa.
• Demonstrated leadership skills, including mentoring, team-building, and conflict resolution.
• Experience designing or optimizing support workflows, knowledge bases, or training programs is a plus.