Careers

Support Manager

Vijayawada, Hyderabad
Full Time
Competitive

We're seeking a Support Manager to lead our customer support team in India, managing 15+ support specialists who assist US behavioral health providers. You'll drive operational excellence, ensure SLA compliance, and build a culture of customer-first service. This role requires someone who can manage team performance, implement processes, handle escalations, and coordinate with US stakeholders. You'll transform our support operations from reactive to proactive, implement quality standards, and ensure our healthcare customers receive exceptional support. Must be willing to work from our office to provide hands-on team leadership. Perfect for experienced managers who understand the importance of quality support in healthcare technology.

Responsibilities:

Manage and mentor team of 15+ customer support specialists
Monitor ticket queues and ensure SLA compliance
Conduct daily team huddles and weekly one-on-ones
Handle escalated customer issues and complaints
Implement support processes and quality standards
Create and track team performance metrics and KPIs
Coordinate with US leadership on support strategy
Develop training programs for new and existing team members
Review and improve support documentation
Manage shift schedules for US time zone coverage
Conduct performance reviews and manage underperformers
Collaborate with product team on bug priorities
Generate weekly and monthly support reports
Drive continuous improvement initiatives
Build relationships with key customer accounts
Ensure HIPAA compliance in all support interactions

Requirements:

Bachelor’s degree in any field
5+ years in customer support with 2+ years managing teams
Experience managing 10+ person teams
Strong leadership and coaching abilities
Excellent English communication skills
Data-driven approach to management
Experience with support ticketing systems
Ability to handle difficult customer situations
Willingness to work from office in India
Flexibility for US hours overlap
Strong organizational and process management skills

Will be a plus:

Healthcare or SaaS support experience
Knowledge of US healthcare system
Experience managing night shift teams
ITIL certification or knowledge
Six Sigma or process improvement experience
Experience with offshore/onshore coordination
Technical background
Experience implementing support tools

We offer:

Competitive management-level salary
Leadership role with growth potential
Opportunity to build world-class support team
Performance bonuses
Professional development opportunities
Stable employment with established company
Direct interaction with US leadership