Join the Team Modernizing Medicine
At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.
A Culture of Excellence
When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes:
Consistently ranked as a Top Place to Work
2025 Globee Business Awards: Gold Globee for “Technology Team of the Year”
2025 Black Book Awards: Ranked #1 EHR in 11 Specialties
Florida Venture Forum: Venture-Backed Company of the Year
We are growing fast, thinking big, and we are just getting started.
Ready to modernize medicine with us?
Manager, Support Services
Reports to: Sr. Manager or Director, Support Services
Role Type: People Manager
Location: Hyderabad
At ModMed, we place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. We envision a world where our software increases medical-practice success and improves patient outcomes. As the Manager, Support Services, you are the bridge between our customers and our technical teams, ensuring our software delivers on its promise of excellence
You will lead a high-performing team of Product Support Specialists dedicated to delivering exceptional technical supportYour mission is to drive customer satisfaction by overseeing rapid issue resolution, optimizing support workflows, and advocating for product enhancements that improve usability for the medical practices we serve
You will lead with a "values-first" mentality to achieve the following:
Team Leadership : Manage, mentor, and develop a team of 6-10 support specialists, setting performance goals and providing regular feedback to foster growth
Customer Support Excellence : Oversee the timely and effective resolution of customer inquiries and technical escalations, ensuring strict adherence to SLAs
Process Optimization : Design and implement innovative support workflows, knowledge bases, and tools to streamline efficiency and enhance the customer experience
Performance Metrics : Monitor and report on key metrics such as response time, resolution rate, and CSAT to drive team accountability and service quality
Cross-Functional Collaboration : Partner with Product Management, Engineering, and QA to communicate customer feedback and influence product improvements
Issue Escalation & Advocacy : Handle high-priority customer cases and act as the "voice of the customer" to advocate for product enhancements based on support trends
Training & Development : Develop programs to keep the team updated on the latest product features and troubleshooting techniques
To thrive in this leadership role, you should bring:
Education: A Bachelor's degree is requiredA degree in Computer Science, Business, or a relevant field is preferred
Experience: 5+ years in technical support, customer success, or product support within a software company (SaaS/Enterprise preferred)
Leadership: 2+ years of supervisory experience managing support teams
Technical Savvy: Proficiency with support tools like Zendesk, Salesforce, and JIRA, along with a strong ability to translate technical issues for non-technical stakeholders
Problem Solver: Proven track record of resolving complex customer issues in high-pressure, high-volume environments
We align passion with purpose. You must demonstrate proficiency in:
Accountability: Holding yourself and your team accountable to deliver successful outcomes for our clients
Communication: Clearly expressing ideas to build trust and collaborate effectively across multiple business units and countries
Customer Focus: Building strong, positive relationships and delivering customer-centric solutions
Team Leadership: Building high-performing teams through empathetic leadership, performance coaching, and strategic talent planning
A collaborative environment where you can Innovate Boldly by designing new support systems and workflows
The opportunity to Save Time for medical professionals by ensuring their technical issues are resolved with precision and speed
A culture that encourages you to Think Big, Have Fun, and Do Good while directly impacting patient outcomes through superior software support.
ModMed is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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:
PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website
ModMed Technologies India Private Limited follows a strict, merit-based and transparent recruitment process conducted only through official and authorized channels.
We do not:
Charge any fees, processing charges, or amount by any nomenclature, whether as a fee or deposit at any stage of the recruitment process;
Authorise any individual, employee, or third party to collect any such payments (regardless of nomenclature) to offer or facilitate or recruitment opportunities; or
Conduct hiring via informal messaging apps or personal email IDs.
All official communication is made only through verified channels, our website, and recognised recruitment platforms.
We strongly advise candidates not to share personal/financial information or make any payments in response to suspicious communications. Any such instances may be reported to us at hrcompliance@modmed.com
ModMed Technologies India Private Limited will not be responsible for any loss arising from fraudulent or unauthorised communications.
At ModMed, we empower medical practices to grow and scale by delivering better patient experiences with cloud, data and AI technologies. Leveraging extensive clinical datasets, we design intelligent software solutions to simplify, automate and streamline clinical workflows and drive practice efficiency. Our specialty-specific EHR, practice management, revenue cycle management and analytics solutions, as well as products for patient engagement, payment processing and marketing, are trusted by over 40,000 providers to drive clinical and operational success. Come visit us at www.modmed.com.
