Manager, Support Services

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

• 5–9 yrs of experience
• Zendesk
• JIRA
• Salesforce
• Customer service
• Escalation handling
• Communication
• B.Tech or B.E. or B.Sc or BCA or BBA