Join the Team Modernizing Medicine
At
ModMed, we're not just building softwarewe're reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach:
we hired doctors and taught them how to code. This for doctors, by doctors philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.
A Culture of Excellence
When You Join ModMed, You're Joining An Award-winning Team Recognized For Innovation And Employee Satisfaction. From Our Global Headquarters In Boca Raton Florida, And Extensive Employee Base In Hyderabad India, We Are a Team Of 4,500+ Passionate Problem-solvers On a Mission To Increase Medical Practice Success And Improve Patient Outcomes
- Consistently ranked as a Top Place to Work
- 2025 Globee Business Awards: Gold Globee for Technology Team of the Year
- 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties
- Florida Venture Forum: Venture-Backed Company of the Year
We are growing fast, thinking big, and we are just getting started.
Ready to modernize medicine with us
Job Description Summary
Our Mission & Vision
At
ModMed, our mission is to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. We envision a world where the software we build increases medical practice success and improves patient outcomes.
Joining our team means aligning your passion with purpose. We innovate boldly, think big, and save time for the healthcare heroes who use our tools every day. We're looking for someone who wants to do good, have fun, and help build a world-class support organization.
About The Role Manager, Product Support
This role leads a team responsible for delivering exceptional technical support to customers using the company's software products. The Manager ensures high customer satisfaction by overseeing issue resolution, improving support processes, and fostering a collaborative, high-performing team.
The role acts as a bridge between customers, technical teams, and internal stakeholders to enhance product usability and drive continuous improvement.
Primary Duties & Responsibilities
Team Leadership
- Manage, mentor, and develop a team of Product Support Specialists
- Set performance goals and provide regular feedback
- Foster a high-performance and customer-centric culture
Customer Support Excellence
- Ensure timely and effective resolution of customer inquiries, technical issues, and escalations
- Drive adherence to SLAs and service quality standards
Process Optimization
- Design and implement efficient support workflows
- Improve knowledge bases and support tools
- Streamline issue resolution processes
Performance Metrics
- Monitor and report on key support KPIs (Response Time, Resolution Rate, CSAT)
- Drive accountability and continuous improvement
Cross-Functional Collaboration
- Partner with Product, Engineering, and QA teams
- Communicate customer feedback and identify recurring issues
- Influence product enhancements based on support trends
Training & Development
- Develop structured training programs
- Ensure team stays updated on product features and troubleshooting best practices
Escalation Management
- Handle complex or high-priority cases
- Coordinate with stakeholders to resolve critical customer issues
Customer Advocacy
- Act as the voice of the customer
- Identify trends and recommend product improvements
Key Challenges in This Role
- Managing team performance and morale in high-pressure environments
- Handling high ticket volumes while maintaining SLA commitments
- Bridging communication gaps between customers and technical teams
- Optimizing workflows for operational efficiency
- Balancing immediate escalations with long-term process improvements
- Ensuring consistent service delivery across global customers
This role requires strong analytical ability, leadership maturity, and exceptional communication skills.
Innovation & Decision-Making Impact
The Manager drives innovation by improving support processes, enhancing knowledge systems, and optimizing workflows.
They Make Critical Decisions On
- Issue prioritization
- Resource allocation
- Escalation handling
- Cross-functional coordination
These Decisions Directly Impact
- Customer satisfaction and retention
- Operational efficiency
- Team productivity
- Company reputation
Qualifications & Requirements
- Bachelor's Degree (Mandatory)
- 5+ years in Technical Support, Customer Success, or Product Support within a SaaS / cloud / enterprise software environment
- 2+ years in a leadership role managing support teams
- Proven experience resolving complex escalations
- Strong cross-functional collaboration experience (Engineering, Product, QA)
- Experience working in high-volume, SLA-driven environments
- Strong technical aptitude and troubleshooting skills
- Proficiency in support tools (Zendesk, Salesforce, JIRA, etc.)
- Strong analytical and metrics-driven mindset
- Excellent communication and interpersonal skills
- Ability to translate technical issues for non-technical stakeholders
- Demonstrated leadership and conflict resolution skills
Preferred
- Experience designing or optimizing support workflows
- Knowledge base development
- Training program creation
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 ([Confidential Information]). 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.
