Support Services Manager - Fixed Term

** - Manage, mentor, and develop a team of product support specialists, setting performance goals and providing regular feedback. - Design and implement support workflows, knowledge bases, and tools to improve efficiency and customer experience. - Monitor and report on key support metrics (e.g., response time, resolution rate, CSAT) to drive team accountability and service quality. - Work with cross-functional teams to communicate customer feedback, identify bugs, and influence product enhancements. - Develop training programs to ensure the team stays updated on product features, troubleshooting techniques, and customer service best practices. - Act as the voice of the customer, advocating for product improvements and driving innovation in support processes. **

** - Bachelor's degree in Hospitality, Healthcare, or Computer Science. - 5+ years of experience in technical support, customer success, or product support roles within a software company. - 2+ years of experience in a leadership or supervisory role. - Proven track record of resolving complex customer issues and improving support processes. - Experience collaborating with cross-functional teams to address customer feedback. - Strong technical aptitude and proficiency with support tools and metrics-driven performance management. - Demonstrated leadership skills and experience in designing or optimizing support workflows. If you are looking to modernize medicine and contribute to a team of passionate problem-solvers, this role at ModMed might be the right fit for you. Additionally, ModMed provides a competitive benefits package designed to meet the diverse needs of its employees, including health insurance plans, wellness allowances, leaves, and company-paid holidays.