Manager, Support Services

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• South Florida Business Journal Best Places to Work 2024
• Inc. 5000 Fastest-Growing Private Companies in America 2024
• 2024 Black Book Awards ranked #1 EHR in 11 Specialties
• 2024 Spring Digital Health Awards Web-based Digital Health category for EMA Health Records (Gold)
• 2024 Stevie American Business Award (Silver) New Product and Service: Health Technology Solution (Klara)

Who we are:

We Are Modernizing Medicine (WAMM)! Were a team of bright passionate and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling we have grown to over 3400 combined direct and contingent team members serving eleven specialties and we are just getting started! ModMeds global headquarters is based in Boca Raton FL with a growing office in Hyderabad India and a robust remote workforce across the US Chile and Germany.

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: Bachelors 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.

ModMed Benefits Highlight: At ModMed we believe its important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:

India

• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk
• Insurance Coverage: Comprehensive health accidental and life insurance plans including coverage for family members all at no cost to employees
• Allowances: Annual wellness allowance to support your well-being and productivity
• Earned casual and sick leaves to maintain a healthy work-life balance
• Bereavement leave for difficult times and extended medical leave options
• Paid parental leaves including maternity paternity adoption surrogacy and abortion leave
• Celebration leave to make your special day even more memorable and company-paid holidays to recharge and unwind.

United States

• Comprehensive medical dental and vision benefits
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits Flexible Spending Account and Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
• Professional development opportunities including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US) Hybrid office-based roles and remote availability for some roles
• Weekly catered breakfast and lunch treadmill workstations Zen and wellness rooms within our BRIC headquarters.

PHISHING SCAM WARNING:ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email text and social media. The imposters are creating misleading email accounts conducting remote interviews and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process and valid communications from our hiring team will come from our employees with a ModMed email address (). Please check senders email addresses carefully. Additionally ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above please report them to the FTC website.