Product Support Manager

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Lead and manage the daily operations of the product support team.

• Handle a support caseload through phone, email, chat, and scheduled appointments.

• Enhance CRM, automation, and knowledge-base workflows.

• Create dashboards and reports to monitor team performance and identify trends.

• Provide user insights and trends to Product Managers and Designers to guide the product roadmap.

• Collaborate with software engineers to identify, prioritize, and escalate significant software issues.

• Maintain up-to-date internal and external help content and documentation in partnership with the Product Trainer.

• Develop career advancement paths and mentor support specialists.

• Work with Operations on product repairs.

• Assist in device performance testing and benchmarking for product quality and repair decisions.

• Support QA efforts during alpha releases.

• Identify and document potential complaints or adverse events in accordance with compliance processes.

• Escalate potential complaints or adverse events to Quality/Regulatory Affairs.

• Perform additional duties as required.

⛳️ Requirements

• Bachelor's Degree or an equivalent combination of education and experience.

• 5+ years of experience in a technical support role or a related field working with end users.

• Previous experience in management or supervisory roles.

• Proficiency in Android, iOS, Mac, and Windows operating systems.

• Familiarity with Amazon Alexa, smart products, Google Suite, and other consumer technologies.

• Basic understanding of FDA and Joint Commission compliance requirements as they pertain to customer support interactions; training will be provided.

• Knowledge of mobile device settings, accessibility tools, account management, and wireless network troubleshooting.

• Patience, empathy, and compassion when assisting individuals with communication challenges.

• Passion for continuous learning.

• Strong attention to detail and quality.

• Accountability and commitment to responsibilities.

• Ability to self-manage with minimal supervision.

• Proficiency in TeamViewer, HubSpot CRM, Slack, and Microsoft Suite or similar products.

• Willingness to travel within the U.S., including airline travel, up to twice a year.

• Reliable and secure internet access.

• Capability to operate a computer, communicate verbally, and engage in virtual meetings with or without reasonable accommodation.

• Preferred: previous experience in the healthcare and/or software industry.

• Preferred: at least 2 years of direct management experience with a team of 3 or more.

• Preferred: bilingual in Spanish.

🏝️ Benefits

• Opportunity for remote work from a home office.

• Comprehensive benefits package.

• An inclusive and supportive workplace environment.

• Reasonable accommodations for individuals with disabilities.

• In-person team and all-company meetings up to twice a year.

• Competitive base salary.

• Compensation transparency and open discussions regarding pay.