Product Support Manager

Summary

Join Aya Healthcare's Product Support team as a Support Team Manager, overseeing a team of analysts and ensuring high-quality customer service. You will collaborate with Software and Product teams, work EST or CST business hours, and lead initiatives to improve service delivery and team performance. Responsibilities include managing ticket queues, coaching employees, maintaining service standards, monitoring productivity, and establishing incident response protocols. You will also drive continuous improvement, maintain the knowledge base, and provide guidance and support to team members. The role requires managing a technical product support team, familiarity with Agile, and experience with support CRM systems. Aya offers a comprehensive benefits package including premium medical, dental, life, and vision insurance, a generous 401(k) match, paid sick leave, unlimited DTO, and various other perks.

Requirements

• Bachelor’s Degree in Management, Business, or an equivalent combination of education and experience
• Familiarity with the Agile software development model
• Experience managing a technical product support team, with experience as a customer support manager preferably within healthcare or SaaS environment
• Comfortable with Service Now or other Support CRM systems and operational customer support management (forecasting, staffing and Workforce Management KPI’s, etc)
• Strong working knowledge with collaboration software including, Jira, Confluence, SharePoint, Email, and Chat
• Innate problem-solving ability
• Top-notch oral, written, and interpersonal skills
• A complete team-player who is looking to join a dynamic and growing team
• Career-oriented mentality with a desire for advancement with Aya Healthcare
• Enthusiasm for learning several software programs and development processes
• Desire to be part of an organization that recognizes your talent
• Career-oriented mentality with a desire for advancement with Aya Healthcare

Responsibilities

• Lead a team of Application Support Analysts to ensure timely resolution of customer issues and identify, document and articulating severity and impact for defects, coordinating closely with Development and Incident Management teams
• Ensure effective service delivery operations of the team, manage inbound ticket queues, ensure timely response and resolution, coach and evaluate employee performance
• Maintain customer service standards, including actively responding to queries, handling complaints, and establishing best practices throughout the entire technical support process
• Monitor team productivity and adherence to KPIs (e.g., MTTR, FCR, CSAT)
• Establish incident response and escalation protocols to reduce downtime and improve response agility
• Drive continuous improvement by analyzing support trends and proactively addressing root causes of recurring issues
• Ensure knowledgebase (KB) solutions are created, maintained and effective, including collaboration with product and development teams to ensure KBs reflect current system behavior
• Provide guidance and support to team members, including succession planning, skills development frameworks, feedback loops, regular one-on-one meetings, career discussions and goal setting
• Ability to be on an on-call rotation
• Interact with SQL databases and Azure monitoring tools to determine issues that require quick-fix updates and solutions
• Utilize standard software development systems such as Jira and Confluence to generate detailed development tickets, as well as document processes and update technical documentation as needed
• Lead the execution of strategic initiatives, projects and functional support endeavors and organization-wide process improvement initiatives

Benefits

• Free premium medical, dental, life and vision insurance
• Generous 401(k) match
• Aya also offers other benefits to those that are eligible and where required by applicable law, including reimbursements and discretionary bonuses
• Aya provides paid sick leave in accordance with all applicable state, federal, and local laws. Aya’s general sick leave policy is that employees accrue one hour of paid sick leave for every 30 hours worked. However, to the extent any provisions of the statement above conflict with any applicable paid sick leave laws, the applicable paid sick leave laws are controlling
• Celebrations! We hit our goals and reward ourselves
• Company-sponsored virtual events, happy hours and team-building activities are always on the horizon — plus, you get a special treat on your birthday!
• Unlimited DTO — we believe in time off!
• Virtual yoga, meditation or boot camp classes offered daily