Senior Manager, Support Services

ModMed•Brick, NJ

1d•Hybrid

About The Position

At ModMed, we’re not just building software—we’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. 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. The Senior Manager, Support Services, oversees multiple support teams to deliver exceptional technical support for software products, driving customer satisfaction through strategic process optimization and issue resolution. They lead cross-functional initiatives, align support operations with business objectives, and foster a high-performing, scalable support organization while advocating for product improvements based on customer insights.

Requirements

7+ years in technical support, customer success, or product support in a software company (e.g., SaaS, cloud-based, enterprise software).
3+ years in a leadership role managing support managers or teams.
Proven success in resolving complex escalations and driving strategic process improvements.
Experience leading cross-functional initiatives with Strong technical aptitude for troubleshooting software issues.
Expertise in support tools (e.g., Zendesk, Salesforce, JIRA) and metrics-driven management.
Exceptional leadership, communication, and problem-solving skills.
Ability to translate technical issues for diverse stakeholders.
Proven ability to design scalable processes and lead change management.
Strategic thinking and global operational experience.

Responsibilities

Develop and execute a strategic vision for support services by setting team goals, aligning with company objectives, and leading multiple support managers through performance coaching and strategic planning.
Ensure high-quality resolution of complex customer issues and escalations by overseeing team performance, enforcing SLAs, and implementing customer-centric strategies across global operations.
Design and implement scalable support processes, advanced workflows, and innovative tools (e.g., AI-driven support systems) to enhance efficiency and customer experience, leveraging data-driven insights.
Analyze and report on key support metrics (e.g., CSAT, resolution time, churn rates) to senior leadership, driving accountability and continuous improvement across teams.
Partner with customer success, product management, engineering, and executive teams to relay customer feedback, prioritize product enhancements, and align support strategies with business goals.
Build a high-performing support organization by overseeing training programs, leadership development for managers, and strategic hiring to meet evolving demands.
Lead resolution of critical customer escalations or service disruptions, coordinating with stakeholders to mitigate risks and maintain customer trust.

Benefits

Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
401(k): ModMod provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMod, 100% of any matching contribution you receive is yours to keep.
Generous Paid Time Off and Paid Parental Leave programs
Company paid Life and Disability benefits
Flexible Spending Account
Employee Assistance Programs
Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
Global presence and in-person collaboration opportunities; dog-friendly HQ (US)
Hybrid office-based roles and remote availability for some roles
Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.