Manager, Support Services

ModMed; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

ModMed in Hyderabad is seeking a Manager, Support Services to lead a high-performing team of 6-10 product support specialists, ensuring rapid issue resolution and adherence to SLAs. You will partner with Product Management, Engineering, and QA to translate customer feedback into product improvements and develop training programs to keep the team current on new features.

This leadership role focuses on delivering exceptional technical support to medical practices using ModMed's AI-enabled cloud

Qualifications

• Bachelor's degree required; Computer Science, Business, or related field preferred.
• 5+ years in technical support, customer success, or product support within a software company.
• 2+ years of supervisory experience managing support teams.

Responsibilities

• Lead a team of 6-10 support specialists and set performance goals.
• Oversee timely resolution of inquiries and escalations, with strict SLA adherence.
• Design and implement support workflows, knowledge bases, and tools.
• Monitor metrics like response time, resolution rate, and CSAT.
• Collaborate with Product Management, Engineering, and QA on feedback.
• Handle high-priority cases and advocate for product improvements.
• Develop training programs to keep the team updated on features.

Skills

Team Leadership

Customer Support

Product Support

SaaS

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

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 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

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

What We Offer

A collaborative environment where you can Innovate Boldly by designing new support systems and workflows.

The opportunity to Save Time for medical professionals by ensuring their technical issues are resolved with precision and speed.

A culture that encourages you to Think Big, Have Fun, and Do Good while directly impacting patient outcomes through superior software support.

ModMed is an equal opportunity employer. We celebrate diversity and are committed to creatin