Manager, Support Services

We are united in our mission to make a positive impact on healthcare. Join Us!

• South Florida Business Journal, Best Places to Work 2024
• Inc. 5000 Fastest-Growing Private Companies in America 2024
• 2024 Black Book Awards, ranked #1 EHR in 11 Specialties
• 2024 Spring Digital Health Awards, “Web-based Digital Health” category for EMA Health Records (Gold)
• 2024 Stevie American Business Award (Silver), New Product and Service: Health Technology Solution (Klara)

Who we are:

We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.

ModMed is hiring a driven Manager, Support Services to join our positive, passionate, and high-performing Customer Support. This is an exciting opportunity to manage one or more customer support/call center teams within a fast-paced Healthcare IT company that is truly Modernizing Medicine!

Your Role:

• Ensure professional and courteous customer support services.
• Promote a productive and positive experience with customers to ensure high quality support.
• Handle escalated customer service issues as needed.
• Control costs by managing staffing levels, adjusting as volume dictates.
• Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs.
• Administer motivational programs including incentives and contests to drive performance.
• Work across departments in support of the organization.
• Manage the activities of team members.
• Conduct hiring, firing, performance appraisals, and pay reviews.

Skills & Requirements:

• Bachelor's Degree, required
• Six plus years of experience with at least one year of leadership responsibility.
• Business acumen, excellent communication, leadership skills, functional area expertise, and relationship management.

ModMed in India Benefit Highlights:

• High growth, collaborative, transparent, fun, and award-winning culture
• Comprehensive benefits package including medical for you, your family, and your dependent parents.
• The company supported community engagement opportunities along with a paid Voluntary Time Off day to use for volunteering in your community of interest
• Global presence, and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office based roles and remote availability,
• Company-sponsored Employee Resource Groups that provide engaged and supportive communities within ModMed

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, including:

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
• 401(k): ModMed 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 ModMed, 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, and 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.