Manager, Support Services

Job highlights

• A degree in Computer Science,Business,or a relevant field is preferred.
• Experience: 5+ years in technical support,customer success,or product support within a software company (SaaS / Enterprise preferred).
• You must demonstrate proficiency in: .

Job Description Summary

Job Description Summary:

Manager, Support Services

Reports to: Sr. Manager or Director, Support Services

Role Type: People Manager

Location: Hyderabad

Role Overview

At ModMed, we place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. We envision a world where our software increases medical-practice success and improves patient outcomes. As the Manager, Support Services, you are the bridge between our customers and our technical teams, ensuring our software delivers on its promise of excellence.

Why This Role Exists

You will lead a high-performing team of Product Support Specialists dedicated to delivering exceptional technical support. Your mission is to drive customer satisfaction by overseeing rapid issue resolution, optimizing support workflows, and advocating for product enhancements that improve usability for the medical practices we serve.

Primary Responsibilities

You will lead with a "values-first" mentality to achieve the following:

• Team Leadership : Manage, mentor, and develop a team of 6-10 support specialists, setting performance goals and providing regular feedback to foster growth.
• Customer Support Excellence : Oversee the timely and effective resolution of customer inquiries and technical escalations, ensuring strict adherence to SLAs.
• Process Optimization : Design and implement innovative support workflows, knowledge bases, and tools to streamline efficiency and enhance the customer experience.
• Performance Metrics : Monitor and report on key metrics such as response time, resolution rate, and CSAT to drive team accountability and service quality.
• Cross-Functional Collaboration : Partner with Product Management, Engineering, and QA to communicate customer feedback and influence product improvements.
• Issue Escalation Advocacy : Handle high-priority customer cases and act as the "voice of the customer" to advocate for product enhancements based on support trends.
• Training Development : Develop programs to keep the team updated on the latest product features and troubleshooting techniques.

Who You Are

To thrive in this leadership role, you should bring:

• Education: A Bachelors degree is required. A degree in Computer Science, Business, or a relevant field is preferred.
• Experience: 5+ years in technical support, customer success, or product support within a software company (SaaS/Enterprise preferred).
• Leadership: 2+ years of supervisory experience managing support teams.
• Technical Savvy: Proficiency with support tools like Zendesk, Salesforce, and JIRA, along with a strong ability to translate technical issues for non-technical stakeholders.
• Problem Solver: Proven track record of resolving complex customer issues in high-pressure, high-volume environments.

Leading ModMed Competencies

We align passion with purpose. You must demonstrate proficiency in:

• Accountability: Holding yourself and your team accountable to deliver successful outcomes for our clients.
• Communication: Clearly expressing ideas to build trust and collaborate effectively across multiple business units and countries.
• Customer Focus: Building strong, positive relationships and delivering customer-centric solutions.
• Team Leadership: Building high-performing teams through empathetic leadership, performance coaching, and strategic talent planning

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.