ModMed Technologies - Manager - Support Services

Role<br/><br/><b>Team Leadership:</b><br/><br/>- Manage, mentor, and develop a team of product support specialists, setting performance goals and providing regular feedback.<br/><br/><b>Customer Support Excellence:</b><br/><br/>- Oversee timely and effective resolution of customer inquiries, technical issues, and escalations, ensuring adherence to SLAs.<br/><br/><b>Process Optimization:</b><br/><br/>- Design and implement support workflows, knowledge bases, and tools to improve efficiency and customer experience.<br/><br/><b>Performance Metrics:</b><br/><br/>- Monitor and report on key support metrics (e.g., response time, resolution rate, CSAT) to drive team accountability and service quality.<br/><br/><b>Cross-Functional Collaboration:</b><br/><br/>- Work with product management, engineering, and QA teams t...