Manager, Support Services

ModMed Technologies India Private Limited; Hyderabad; On-site; INR 1,200,000 - 2,200,000; Full time

Benefits offered by this job

Meals & Snacks

Health & Life Insurance

Wellness Allowance

Leaves & Parental Leave

Holidays & PTO

Job summary

ModMed invites a seasoned Manager, Support Services to Hyderabad to lead a 6-10 member team of Product Support Specialists. You will oversee rapid issue resolution, optimize support workflows, and advocate for product improvements that enhance usability for healthcare practices we serve.

The role focuses on coaching, cross-functional collaboration, and building scalable processes to deliver exceptional technical support and customer outcomes.

Qualifications

• Bachelor's degree is required; degree in CS, Business, or related field preferred.
• 5+ years in technical support, customer success, or product support in a software company (SaaS/Enterprise preferred).
• 2+ years of supervisory experience managing support teams.

Responsibilities

• Lead a team of 6-10 support specialists, setting goals and providing feedback.
• Oversee timely resolution of inquiries and escalations per SLAs.
• Design innovative support workflows, knowledge bases, and tools.
• Monitor key metrics like response time, resolution rate, and CSAT.
• Collaborate with Product, Engineering, and QA to relay customer feedback.
• Handle high-priority cases and advocate for product enhancements.
• Develop training programs to keep the team updated.

Skills

Leadership

Customer focus

Problem solving

Communication

Education

Bachelor's degree

Tools

Zendesk

Salesforce

JIRA

Job description

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

Manager, Support Services

Reports to: Sr. Manager or Director, Support Services

Role Type: People Manager

Location: Hyderabad

Our Mission & Vision

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

• 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

• Education: A Bachelor's 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

• 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.

What We Offer

ModMed Benefits Highlight

• 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.

Equal Opportunity and Diversity

ModMed is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

It takes more than just a great product to modernize medicine. It takes a great team. Introduce yourself to our recruiters and we’ll get in touch if there's a role that seems like a good match. The work we do makes a difference. Our web and mobile applications are transforming healthcare information technology to increase practice efficiency and improve patient outcomes. Our innovative and collaborative culture fuels our growth and creates rewarding and empowering experiences for our team.