Manager, Support Services

Join the Team Modernizing Medicine

At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.

A Culture of Excellence

When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction.   From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes:

• Consistently ranked as a Top Place to Work

• 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year”

• 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties

• Florida Venture Forum: Venture-Backed Company of the Year

We are growing fast, thinking big, and we are just getting started.

Ready to modernize medicine with us?

Job Description Summary:

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: Bachelor’s 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 it’s 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:

• 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.

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 ([email protected]). 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.