Product Support Manager

Hiring for Our Client

Our client is revolutionizing the U.S. healthcare revenue cycle market by blending cutting-edge AI with human expertise. Since 2011, they’ve grown rapidly, partnering with over 200 healthcare providers, including top-tier hospitals and diagnostic labs.

Who Are We Looking For?

We are seeking an experienced Support Manager to build and lead our India-based product support organization for the Clinical and Patient software portfolio.

This is a build role: the Manager will stand up a new support team, absorb work migrating from the U.S. team as products transition offshore in phases, and own SLA and resolution performance throughout.

The ideal candidate brings strong support/service-delivery leadership in healthcare technology or SaaS, experience scaling an offshore team from the ground up, and comfort operating inside a phased, compliance-gated transition.

Responsibilities

• Hire and train Support Engineers, scaling the India support team.
  
• Drive knowledge transfer from the U.S. support and product teams, including structured shadow periods for each product ahead of go-live.
  
• Build support processes, runbooks, and knowledge bases for the India team, covering triage, troubleshooting, and escalation for each product.
  
• Plan and execute the phase-wise transition of support ownership from the U.S. team to India, with sign-off checkpoints before each product cuts over.
  
• Own day-to-day ticket triaging and assignment across the team.
  
• Own ticket resolution and turnaround against SLA, tracking performance and flagging risks early.
  
• Own escalation management and coordination with other stakeholders.
  

Ideal Candidate

• 8+ years of experience in technical/product support operations, with 3+ years managing multi-tier support teams, ideally in Healthcare RCM.
  
• A demonstrated track record of building or scaling offshore support function from an early stage — hiring, training design, and SLA ownership.
  
• Experience managing phased transitions or migrations.
  
• Comfort working with U.S. clients and leadership, with strong written and verbal English communication.
  
• Ability to coach and grow teams while instilling ownership, transparency, and continuous improvement.