Product Support Manager (Remote)

Lingraphica; Princeton (NJ); Remote; USD 110,000 - 150,000; Full time

Job summary

Lingraphica is seeking a Product Support Manager to lead a team delivering world-class technical support for Lingraphica devices and software. You will manage day-to-day operations, handle multiple channels, and drive efficiency.

The role emphasizes collaboration with Product, Design, and QA, development of career paths, and ensuring accurate documentation and compliant processes.

Qualifications

• Experience leading a dedicated product support team.
• Strong written and verbal communication.
• Ability to work with regulators and QA processes.

Responsibilities

• Oversee daily operations of the support team across phone, email, chat, and appointments.
• Improve workflows via CRM and knowledge base tooling.
• Build dashboards and reports to track performance and trends.
• Collaborate with Product and Design to inform roadmap.
• Escalate high-impact software issues with eng teams.
• Support QA and regulatory processes and document adverse events.

Skills

Team leadership

CRM configuration

Data-driven reporting

Cross-functional collaboration

Regulatory awareness

Tools

CRM software

Dashboard tools

Job description

Purpose:

The Product Support Manager leads a dedicated team of product experts who provide world-class technical support for Lingraphica devices and software.

Essential Duties & Responsibilities:

Oversee day-to-day operations of the support team and manage a support caseload spanning phone, email, chat, and scheduled appointments. Implement systems and workflow enhancements, such as CRM configuration, automation, or knowledge base tooling, to increase team efficiency and improve response times. Build dashboards and reports to track team performance and surface trends. Report user insights and trends to Product Managers and Designers to inform the product roadmap. Partner with software engineers to identify, prioritize, and **escalate** high‑impact software issues. Partner with the Product Trainer to keep internal/external help content and documentation current as products and features change. Develop career progression paths for support specialists and coach team members toward growth. Collaborate with the Operations team to facilitate product repairs. Support device performance testing and benchmarking efforts to inform product quality and repair decisions. Support QA efforts on alpha releases, helping identify issues before broader rollout. Recognize and document potential complaints or adverse events in accordance with established compliance processes, escalating promptly to Quality/Regulatory Affairs. May be required to perform other duties as assigned.

Technical Competencies:

Competency in major consumer operating systems (Android, iOS, Mac, Windows). Familiarity with other popular consumer technology products (Amazon Alexa and other smart products, Google suite, etc.) Working awareness of FDA and Joint Commission compliance requirements relevant to customer support interactions (training provided; no prior regulatory experience required). Mobile device settings. Accessibility tools. Account management. Wireless network troubleshooting.

Customer Service Competencies:

Patience, empathy, and compassion; a determination to support individuals with communication difficulties. Enthusiasm for continual learning. Attention to details and quality. Accountability and commitment. Ability to self-manage with minimal oversight.