Product Support Manager

Job not on LinkedIn

🔥 7 hours ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $64k - $73.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

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Lingraphica

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

Lingraphica is a company that provides advanced augmentative and alternative communication (AAC) devices and applications designed to help individuals with communication challenges. Their products include devices like TouchTalk, TouchTalk Plus, and MiniTalk, which facilitate communication and speech improvement. Lingraphica also offers therapy apps for conditions like aphasia and other communication impairments, providing resources like educational webinars and clinical guides. With extensive insurance coverage, they ensure accessibility and support for users and caregivers to try and utilize their devices effectively. The company aims to empower users to improve their quality of life through enhanced communication abilities.

📋 Description

• Lead and oversee the day-to-day operations of the product support team • Manage a support caseload across phone, email, chat, and scheduled appointments • Implement CRM, automation, and knowledge-base workflow enhancements • Build dashboards and reports to track team performance and identify 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 • Keep internal and external help content and documentation current with the Product Trainer • Develop career progression paths and coach support specialists • Collaborate with Operations on product repairs • Support device performance testing and benchmarking for product quality and repair decisions • Support QA efforts on alpha releases • Recognize and document potential complaints or adverse events according to compliance processes • Escalate potential complaints or adverse events to Quality/Regulatory Affairs • Perform other duties as assigned

🎯 Requirements

• 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 • Competency in Android, iOS, Mac, and Windows operating systems • Familiarity with Amazon Alexa, smart products, Google Suite, and other consumer technologies • Working awareness of FDA and Joint Commission compliance requirements relevant to customer support interactions; training provided • Knowledge of mobile device settings, accessibility tools, account management, and wireless network troubleshooting • Patience, empathy, and compassion when supporting individuals with communication difficulties • Enthusiasm for continual learning • Attention to detail and quality • Accountability and commitment • Ability to self-manage with minimal oversight • Proficiency with TeamViewer, HubSpot CRM, Slack, and Microsoft Suite or equivalent products • Ability and willingness to travel within the U.S., including airline travel, up to 2 times per year • Reliable and secure internet access • Ability to operate a computer, communicate verbally, and participate in virtual meetings with or without reasonable accommodation • Preferred: prior healthcare and/or software industry experience • Preferred: 2+ years directly managing a team of 3+ • Preferred: bilingual Spanish

🏖️ Benefits

• Remote work from a home office • Comprehensive benefits package • Inclusive and supportive workplace • Reasonable accommodations for individuals with disabilities • In-person team and all-company meetings up to 2 times per year • Competitive base pay • Compensation transparency and open conversations about compensation