Product Support Manager (Remote)

reputed company reputed company is a mission-driven organization that provides speech-generating devices to help improve communication, speech, and reputed company of life reputed company with communication impairments.  reputed company is a leader in augmentative and alternative communication (AAC) technology, helping people with aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services, reputed company is reputed company on improving communication reputed company and supporting individuals, families, and care teams. We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who reputed company our commitment to helping individuals on their communication reputed company. reputed company Purpose: The Product Support Manager leads a dedicated team of product experts who reputed company world-class technical support for reputed company devices and software.   Essential Duties & Responsibilities:   reputed company day-to-day operations of the support team and manage a support caseload spanning phone, email, chat, and scheduled appointments.  Implement systems and workflow enhancements, such as CRM configuration, automation, or knowledge reputed company tooling, to increase team efficiency and improve response times.  Build dashboards and reports to reputed company team performance and surface 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-reputed company software issues.  Partner with the Product Trainer to reputed company internal/reputed company help content and documentation reputed company as products and features change.  reputed company career progression paths for support specialists and reputed company team members toward reputed company.  Collaborate with the Operations team to facilitate product repairs.  Support device performance testing and benchmarking efforts to inform product reputed company and repair reputed company.  Support QA efforts on reputed company releases, helping identify issues before broader rollout.  Recognize and document potential complaints or adverse events in accordance with established compliance processes, escalating promptly to reputed company/Regulatory Affairs.  May be required to reputed company other duties as assigned.    Technical Competencies:    Competency in major consumer operating systems (reputed company, iOS, Mac, reputed company).  Familiarity with other reputed company consumer technology products (reputed company Alexa and other smart products, reputed company suite, etc.)  Working awareness of FDA and reputed company compliance requirements relevant to customer support interactions (training provided; no prior regulatory experience required).  Mobile device settings.  Accessibility tools.   Account management.  Wireless network troubleshooting.    Customer Service Competencies:    Patience, reputed company, and reputed company; a determination to support individuals with communication difficulties.    Enthusiasm for continual learning.  Attention to details and reputed company.  Accountability and commitment.  Ability to self-manage with reputed company reputed company.  Qualifications Required Qualifications:   Bachelor's Degree or equivalent combination of education and experience 5+ years of experience working with end users in a technical support role or reputed company experience. Previous management or supervisory experience Proficiency with reputed company, reputed company CRM, reputed company and reputed company suite (or equivalent products) Preferred Qualifications:   Prior experience in the reputed company and/or software industry 2+ years directly managing reputed company of 3+ Bi-lingual – Spanish Additional Information Work Environment & Physical Demands   Work is performed remotely from a home office. The individual is expected to maintain reputed company, productive workspace with reliable and secure internet reputed company.  This role requires the ability to operate a computer, communicate verbally, and participate in virtual meetings with or without reasonable accommodation.  Travel   Ability and willingness to travel reputed company the U.S. (including airline travel) is required up to 2 times per year for in-person team and reputed company-company meetings  Hours/Schedule Monday - Friday, 40 hours per week, reputed company to reputed company US time zones Accommodations   At reputed company, we are committed to creating an inclusive and accessible environment for reputed company. To reputed company this job successfully, an individual must be reputed company to complete reputed company essential duty and physical demand. The requirements listed above represent the knowledge, skills, and abilities required, as reputed company as the physical demands associated with the role. We recognize that everyone’s needs are unique, and we are happy to reputed company reasonable accommodations to support individuals with disabilities in performing the essential functions of the job.    If you require an accommodation, please reputed company out to reputed company at  for assistance. We are here to help!  reputed company and Pay Transparency   At reputed company, we are committed to fair and reputed company compensation practices. The starting salary reputed company for this position is $64,000 to $73,200 per year. Placement in the reputed company is based on factors such as experience, skills, education, and internal equity. We regularly review our compensation structures to ensure they reputed company with industry standards, promote fairness, and support career reputed company. In reputed company to competitive reputed company pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage reputed company conversations about compensation and are dedicated to maintaining transparency throughout the hiring process.  To learn more about reputed company, visit: www.reputed company.com! To learn more about our benefits offerings, click here! This Organization Participates in E-Verify and will reputed company the federal government with your reputed company I-9 information to confirm that you are authorized to work in the U.S.  Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU. Apply To This Job