Product Support Manager (Remote)

Purpose:The Product Support Manager leads a dedicated team of product experts who provide world-class technical support for Lingraphica devices and software.  

Essential Duties & Responsibilities: 

• Oversee day-to-day operations of the support team and manage a support caseload spanning phone email chat and scheduled appointments. 
• Implement systems and workflow enhancements such as CRM configuration automation or knowledge base tooling to increase team efficiency and improve response times. 
• Build dashboards and reports to track team performance and surface trends. 
• Report user insights and trends to Product Managers and Designers to inform the product roadmap. 
• Partner with software engineers to identify prioritize and escalate high-impact software issues. 
• Partner with the Product Trainer to keep internal/external help content and documentation current as products and features change. 
• Develop career progression paths for support specialists and coach team members toward growth. 
• Collaborate with the Operations team to facilitate product repairs. 
• Support device performance testing and benchmarking efforts to inform product quality and repair decisions. 
• Support QA efforts on alpha releases helping identify issues before broader rollout. 
• Recognize and document potential complaints or adverse events in accordance with established compliance processes escalating promptly to Quality/Regulatory Affairs. 
• May be required to perform other duties as assigned.   

Technical Competencies: 

• Competency in major consumer operating systems (Android iOS Mac Windows). 
• Familiarity with other popular consumer technology products (Amazon Alexa and other smart products Google suite etc.) 
• Working awareness of FDA and Joint Commission compliance requirements relevant to customer support interactions (training provided; no prior regulatory experience required). 
• Mobile device settings. 
• Accessibility tools.  
• Account management. 
• Wireless network troubleshooting.  

Customer ServiceCompetencies: 

• Patience empathy and compassion; a determination to support individuals with communication difficulties.   
• Enthusiasm for continual learning. 
• Attention todetails and quality. 
• Accountability and commitment. 
• Ability to self-manage with minimal oversight. 

Qualifications :

Required Qualifications: 

• Bachelors Degree or equivalent combination of education and experience
• 5 years of experience working with end users in a technical support role or related experience. Previous management or supervisory experience
• Proficiency with TeamViewer HubSpotCRM Slack andMicrosoft suite (or equivalent products)

Preferred Qualifications: 

• Prior experience in the healthcare and/or software industry
• 2 years directly managing a team of 3
• Bi-lingual  Spanish

Additional Information :

Work Environment & Physical Demands 

Work is performed remotely from a home office. The individual is expected to maintain a safe productive workspace with reliable and secure internet access. 

This role requires the ability to operate a computer communicate verbally and participate in virtual meetings with or without reasonable accommodation. 

Travel 

Ability and willingness to travel within the U.S. (including airline travel) is required up to 2 times per year for in-person team and all-company meetings 

Hours/Schedule

Monday - Friday 40 hours per week open to all US time zones

Accommodations 

At Lingraphica we are committed to creating an inclusive and accessible environment for all employees. To perform this job successfully an individual must be able to complete each essential duty and physical demand. The requirements listed above represent the knowledge skills and abilitiesrequired as well as the physical demands associated with the role. We recognize that everyones needs are unique and we are happy to provide reasonable accommodations to support individuals with disabilities in performing the essential functions of the job. 

If you require an accommodation please reach out to Human Resources at  for assistance. We are here to help! 

Lingraphica and Pay Transparency  

At Lingraphica we are committed to fair and equitable compensation practices. The starting salary range for this position is $64000 to $73200 per year. Placement in the range is based on factors such as experience skills education and internal equity. We regularly review our compensation structures to ensure they align with industry standards promote fairness and support career addition to competitive base pay we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage open conversations about compensation and are dedicated to maintaining transparency throughout the hiring process. 

To learn more about Lingraphica visit: ! To learn more about our benefits offerings click here!

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.

Remote Work :

Yes

Employment Type :

Full-time