Manager, Support Services
HyderabadFull-time5–9 yrsPosted 3 weeks ago
Senior customer support role at ModMed Technologies in Hyderabad. Needs 5+ years and a B.Tech, B.E. or B.Sc.
About the role
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. You will lead a high-performing team of Product Support Specialists dedicated to delivering exceptional technical support.
What you'll do
- Process Optimization : Design and implement innovative support workflows, knowledge bases, and tools to streamline efficiency and enhance the customer experience
- 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
What you need
- Zendesk
- JIRA
- Salesforce
- Customer service
- Escalation handling
- Communication