Product Support Manager (Remote)

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.

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.

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

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 demand. The requirements listed above represent the knowledge, skills, and abilities required, as well as the physical demands associated with the role. We recognize that everyone’s needs are unique, and we are happy to provide reasonable accommodations to support individuals with disabilities in performing the essential functions of the job.

If you require an accommodation, please reach out to Human Resources at [email protected] for assistance. We are here to help!

Lingraphica and Pay Transparency

At Lingraphica, we are committed to fair and equitable compensation practices. The starting salary range for this position is $64,000 to $73,200 per year. Placement in the range is based on factors such as experience, skills, education, and internal equity. We regularly review our compensation structures to ensure they align with industry standards, promote fairness, and support career growth. In addition to competitive base pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage open conversations about compensation and are dedicated to maintaining transparency throughout the hiring process.

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This Organization Participates in E-Verify and will provide the federal government with your Form 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.