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.
PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.
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 hrcompliance@modmed.com .
ModMed Technologies India Private Limited will not be responsible for any loss arising from fraudulent or unauthorised communications.
