Product Support Manager (Remote)

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)

Preferred Qualifications:  

• Prior experience in the healthcare and/or software industry
• 2+ years directly managing a team 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 a safe, productive workspace with reliable and secure internet access. 

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 within the U.S. (including airline travel) is required up to 2 times per year for in-person team and all-company meetings 

Hours/Schedule

Monday - Friday, 40 hours per week, open to all US time zones

Accommodations  

At Lingraphica, we are committed to creating an inclusive and accessible environment for all employees. To perform this job successfully, an individual must be able to complete each essential duty and physical deman