Manager, Support Services

Enboarder; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Meals & Snacks

Insurance Coverage

Annual wellness allowance

Earned, casual, and sick leaves

Bereavement leave

Paid parental leaves

Celebration leave

Company-paid holidays

Job summary

ModMed, a leading AI-enabled, specialty-specific cloud platform provider, is seeking a Manager, Support Services to lead a team of Product Support Specialists in Hyderabad. You will drive customer satisfaction by overseeing rapid issue resolution, optimizing workflows, and advocating for product enhancements that improve usability for medical practices.

You will collaborate with Product Management, Engineering, and QA to translate customer feedback into actionable product improvements, while

Qualifications

• Bachelor's degree required.
• 5+ years in technical support, customer success, or product support within a software company (SaaS/Enterprise preferred).
• 2+ years of supervisory experience managing support teams.
• Proficiency with support tools like Zendesk, Salesforce, and JIRA; ability to translate technical issues for non-technical stakeholders.
• Proven track record of resolving complex customer issues in high-pressure environments.

Responsibilities

• Lead a team of 6-10 support specialists, setting performance goals and providing regular feedback.
• Oversee timely and effective resolution of customer inquiries and technical escalations, ensuring SLAs are met.
• Design and implement innovative support workflows, knowledge bases, and tools to streamline efficiency.
• Monitor and report on metrics such as response time, resolution rate, and CSAT.
• Partner with Product Management, Engineering, and QA to communicate customer feedback and influence product improvements.
• Handle high-priority customer cases and advocate for product enhancements based on support trends.
• Develop training programs to keep the team updated on product features and troubleshooting techniques.

Skills

Team leadership

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

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 creating an inclusive environment for all employees.

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.

ModMed Technologies India Private Limited follows a strict, merit-based and transparent recruitment process conducted only through official and authorized channels. We do not:

• Charge any fees, processing charges, or amount by any nomenclature, whether as a fee or deposit at any stage of the recruitment process;
• Authorise any individual, employee, or third party to collect any such payments (regardless of nomenclature) to offer or facilitate or recruitment opportunities; or
• Conduct hiring via informal messaging apps or personal email IDs.

All official communication is made only through verified channels, our website, and recognised recruitment platforms. We strongly advise candidates not to share personal/financial information or make any payments in response to suspicious communications. Any such instances may be reported to us at [e-mail]. ModMed Technologies India Private Limited will not be responsible for any loss arising from fraudulent or unauthorised communications.