Product Support Manager (Remote)

Purpose: The Product Support Manager leads a dedicated team of product experts who provide world-class technical support for Lingraphica devices and software.  

Essential Duties & Responsibilities:  

• Oversee day-to-day operations of the support team and manage a support caseload spanning phone, email, chat, and scheduled appointments. 
• Implement systems and workflow enhancements, such as CRM configuration, automation, or knowledge base tooling, to increase team efficiency and improve response times. 
• Build dashboards and reports to track team performance and surface trends. 
• Report user insights and trends to Product Managers and Designers to inform the product roadmap. 
• Partner with software engineers to identify, prioritize, and escalate high-impact software issues. 
• Partner with the Product Trainer to keep internal/external help content and documentation current as products and features change. 
• Develop career progression paths for support specialists and coach team members toward growth. 
• Collaborate with the Operations team to facilitate product repairs. 
• Support device performance testing and benchmarking efforts to inform product quality and repair decisions. 
• Support QA efforts on alpha releases, helping identify issues before broader rollout. 
• Recognize and document potential complaints or adverse events in accordance with established compliance processes, escalating promptly to Quality/Regulatory Affairs. 
• May be required to perform other duties as assigned.   

Technical Competencies:   

• Competency in major consumer operating systems (Android, iOS, Mac, Windows). 
• Familiarity with other popular consumer technology products (Amazon Alexa and other smart products, Google suite, etc.) 
• Working awareness of FDA and Joint Commission compliance requirements relevant to customer support interactions (training provided; no prior regulatory experience required). 
• Mobile device settings. 
• Accessibility tools.  
• Account management. 
• Wireless network troubleshooting.   

Customer Service Competencies:   

• Patience, empathy, and compassion; a determination to support individuals with communication difficulties.   
• Enthusiasm for continual learning. 
• Attention to details and quality. 
• Accountability and commitment. 
• Ability to self-manage with minimal oversight. 

Required Qualifications:  

• Bachelor's Degree or equivalent combination of education and experience
• 5+ years of experience working with end users in a technical support role or related experience. Previous management or supervisory experience
• Proficiency with TeamViewer, HubSpot CRM, Slack and Microsoft suite (or equivalent products)

Preferred Qualifications:  

• Prior experience in the healthcare and/or software industry
• 2+ years directly managing a team of 3+
• Bi-lingual – Spanish