Support Manager

Ehr Your Way; Hyderabad; On-site; INR 1,200,000 - 1,500,000; Full time

Benefits offered by this job

Performance bonuses

Stable employment with established company

Job summary

A healthcare technology company is seeking a Support Manager in Hyderabad to lead their customer support team. Responsible for managing 15+ specialists, you'll ensure operational excellence, SLA compliance, and build a customer-first service culture. Candidates should have 5+ years in customer support, strong leadership skills, and a commitment to quality service. This is a leadership role offering growth potential and the opportunity to build a world-class support team.

Qualifications

• 5+ years in customer support with 2+ years managing teams.
• Experience managing 10+ person teams.
• Strong leadership and coaching abilities.

Responsibilities

• Manage and mentor a team of 15+ customer support specialists.
• Monitor ticket queues and ensure SLA compliance.
• Handle escalated customer issues and complaints.

Skills

Team management

Customer support excellence

Data-driven decision making

Problem-solving skills

Process improvement

Education

Bachelor’s degree in any field

Tools

Support ticketing systems

Job description

We're seeking a Support Manager to lead our customer support team in India, managing 15+ support specialists who assist US behavioral health providers. You'll drive operational excellence, ensure SLA compliance, and build a culture of customer-first service. This role requires someone who can manage team performance, implement processes, handle escalations, and coordinate with US stakeholders. You'll transform our support operations from reactive to proactive, implement quality standards, and ensure our healthcare customers receive exceptional support. Must be willing to work from our office to provide hands-on team leadership. Perfect for experienced managers who understand the importance of quality support in healthcare technology.

Responsibilities:

• Manage and mentor team of 15+ customer support specialists
• Monitor ticket queues and ensure SLA compliance
• Conduct daily team huddles and weekly one-on-ones
• Handle escalated customer issues and complaints
• Implement support processes and quality standards
• Create and track team performance metrics and KPIs
• Coordinate with US leadership on support strategy
• Develop training programs for new and existing team members
• Review and improve support documentation
• Conduct performance reviews and manage underperformers
• Collaborate with product team on bug priorities
• Generate weekly and monthly support reports
• Build relationships with key customer accounts
• Ensure HIPAA compliance in all support interactions

Requirements:

• Bachelor’s degree in any field
• 5+ years in customer support with 2+ years managing teams
• Experience managing 10+ person teams
• Strong leadership and coaching abilities
• Data-driven approach to management
• Experience with support ticketing systems
• Ability to handle difficult customer situations
• Willingness to work from office in India
• Flexibility for US hours overlap
• Strong organizational and process management skills

Will be a plus:

• Healthcare or SaaS support experience
• Knowledge of US healthcare system
• Experience managing night shift teams
• ITIL certification or knowledge
• Six Sigma or process improvement experience
• Experience with offshore/onshore coordination
• Technical background
• Experience implementing support tools

We offer:

• Leadership role with growth potential
• Opportunity to build world-class support team
• Performance bonuses
• Stable employment with established company