Company Description
Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments. Lingraphica 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, Lingraphica is focused on improving communication outcomes and supporting individuals, families, and care teams. We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.
Job Description
Purpose: The Product Support Manager leads a dedicated team of product experts who provide world-class technical support for Lingraphica devices and software.
Essential Duties & Responsibilities:
- Oversee 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 base tooling, to increase team efficiency and improve response times.
- Build dashboards and reports to track 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-impact software issues.
- Partner with the Product Trainer to keep internal/external help content and documentation current as products and features change.
- Develop career progression paths for support specialists and coach team members toward growth.
- Collaborate with the Operations team to facilitate product repairs.
- Support device performance testing and benchmarking efforts to inform product quality and repair decisions.
- Support QA efforts on alpha releases, helping identify issues before broader rollout.
- Recognize and document potential complaints or adverse events in accordance with established compliance processes, escalating promptly to Quality/Regulatory Affairs.
- May be required to perform other duties as assigned.
Technical Competencies:
- Competency in major consumer operating systems (Android, iOS, Mac, Windows).
- Familiarity with other popular consumer technology products (Amazon Alexa and other smart products, Google suite, etc.)
- Working awareness of FDA and Joint Commission 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, empathy, and compassion; a determination to support individuals with communication difficulties.
- Enthusiasm for continual learning.
- Attention to details and quality.
- Accountability and commitment.
- Ability to self-manage with minimal oversight.
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 related experience. Previous management or supervisory experience
- Proficiency with TeamViewer, HubSpot CRM, Slack and Microsoft suite (or equivalent products…