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Support Manager Jobs in Worcester, MA (NOW HIRING)

Level99 Entertainment

Support

Natick, MA · On-site

$6.75/hr

OVERVIEW The Support/Expeditor is organized, detail oriented, and energetic, with a connection to ... Previous BOH management or line experience * FOH management experience a plus * Must be 18 or older ...

Level99 Entertainment

Support

Natick, MA · On-site

$16.50 - $22/hr

OVERVIEW The Support/Expeditor is organized, detail oriented, and energetic, with a connection to ... Previous BOH management or line experience * FOH management experience a plus * Must be 18 or older ...

Level99 Entertainment

Support

Natick, MA · On-site

$16.50 - $22/hr

OVERVIEW The Support/Expeditor is organized, detail oriented, and energetic, with a connection to ... Previous BOH management or line experience * FOH management experience a plus * Must be 18 or older ...

LinQ Global

Administrative Support

Waltham, MA · On-site

$19/hr

Manage filing, mail, and office correspondence * Support staff with administrative tasks * Maintain accurate records and assist with case management activities * Provide excellent customer service ...

Home Depot

Store Support

Marlborough, MA · On-site

$15.50 - $19.50/hr

... management or program compliance, these positions play a critical role in ensuring the highest ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Shrewsbury, MA · On-site

$15.25 - $19/hr

... management or program compliance, these positions play a critical role in ensuring the highest ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

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All JobsSupport JobsSupport Manager JobsSupport Manager Jobs in Worcester, MA

Support Manager information

See Worcester, MA salary details

$22.5K

$67.8K

$120.7K

How much do support manager jobs pay per year?

As of Aug 20, 2026, the average yearly pay for support manager in Worcester, MA is $67,751.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,900.00 and $90,800.00 per year, depending on experience, location, and employer.

What does a support manager do?

A Support Manager oversees a team responsible for assisting customers or end-users with their issues, inquiries, and technical problems. They ensure high-quality customer service, manage workflows, and implement policies to improve support processes. Support Managers also train and mentor support staff, monitor performance metrics, and handle escalated cases. Their role is essential for maintaining customer satisfaction and supporting the overall goals of the organization.

What are some typical challenges a support manager faces when leading a customer service team, and how can they be addressed?

Support Managers often encounter challenges such as balancing team workload, maintaining high customer satisfaction, and handling escalated issues. Managing a diverse team with varying skill levels requires strong communication and coaching skills. Proactively setting clear expectations, implementing effective training programs, and leveraging data-driven performance metrics can help address these challenges. Regular feedback sessions and fostering a collaborative environment also contribute to team success and improved service quality.

What are the key skills and qualifications needed to thrive as a support manager, and why are they important?

To thrive as a Support Manager, you need strong leadership abilities, deep knowledge of customer service best practices, and relevant experience in support environments, often backed by a bachelor's degree. Familiarity with customer relationship management (CRM) software, ticketing systems, and analytics tools is typically required. Excellent communication, conflict resolution, and team-building skills help set outstanding Support Managers apart. These competencies enable effective team management, high customer satisfaction, and efficient support operations.

What is the difference between Support Manager vs Customer Service Supervisor?

AspectSupport ManagerCustomer Service Supervisor
ResponsibilitiesOversees support teams, manages escalations, develops support strategiesSupervises customer service representatives, handles daily customer interactions
Required SkillsLeadership, technical knowledge, problem-solvingCommunication, conflict resolution, customer focus
Work EnvironmentSupport centers, technical environmentsCall centers, retail, service industries
Common CertificationsITIL, customer service management certificationsCustomer service certifications, leadership training

The Support Manager typically oversees support teams and handles escalations, requiring technical and leadership skills. In contrast, the Customer Service Supervisor focuses on daily customer interactions and team supervision. Both roles are vital in customer support but differ in scope and responsibilities.

How much do support managers make in the US?

Support managers in the US typically earn an average salary ranging from $50,000 to $80,000 per year, depending on experience, industry, and location. Senior support managers or those in larger organizations may earn higher salaries, often exceeding $100,000 annually. Compensation can also include bonuses and benefits related to team size and technical expertise.

What is the role of a support manager?

A support manager oversees customer support teams to ensure high-quality service, resolve issues efficiently, and improve customer satisfaction. They coordinate support operations, analyze performance metrics, and may use tools like ticketing systems to manage workflows.

What are the most commonly searched types of Support jobs in Worcester, MA?

The most popular types of Support jobs in Worcester, MA are:

What cities near Worcester, MA are hiring for Support Manager jobs?

Cities near Worcester, MA with the most Support Manager job openings:

Support Manager jobs near you
Infographic showing various Support Manager job openings in Worcester, MA as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $67,751 per year, or $32.6 per hour.

Elite Support Manager - Persivia USA

Mass Digital Health

Marlborough, MA • On-site

$90 - $120/hr

Other

Posted 2 days ago

New

Job description

Role Overview

The Elite Support Manager is a mission‑critical leadership role responsible for ensuring Persivia’s global customers health systems, ACOs, payers, governments, and large provider groups, receive world‑class, high‑touch, high‑velocity technical and product support. This leader owns uptime, responsiveness, ticket quality, SLAs, and the end‑to‑end support experience for Persivia’s AI‑driven healthcare intelligence platform.

This role requires exceptional communication, technical depth, customer empathy, operational rigor, and the ability to lead teams that outperform routine customer support.

Key Responsibilities 1. Global Support Leadership
  • Lead the support team for U.S. and Middle East customers.
  • Own SLAs, KPIs, escalations, response quality, and customer trust.
  • Manage 24/7 support coverage across U.S., and MENA time zones.
  • Build elite culture of speed, accuracy, accountability, and technical excellence.
2. Technical & Product Expertise
  • Develop deep knowledge of Persivia products: CCM, TCM, RPM, VBC, Data Analytics, Care Management, Quality, Cohort Builder, Microservices, AI Agents.
  • Drive rapid root‑cause analysis for complex issues involving data ingestion, clinical logic, APIs, AI modules, workflows, and integrations.
  • Ensure tickets are resolved fast, correctly, and permanently.
  • Comes up with SLAs to prevent reoccurrence of issues.
3. Cross‑Functional Collaboration
  • Work with Engineering to triage defects, prioritize fixes, and validate releases.
  • Work with Product to channel customer feedback into feature improvements.
  • Work closely with the Product, Dev and the QA team to ensure all new products have appropriate Monitoring Dashboards and Metrics.
  • Communicate clearly with clinical, customer success, and implementation teams.
4. Operational Excellence
  • Create dashboards for SLA monitoring, productivity, ticket flow, and incident trends.
  • Build SOPs, playbooks, escalation pathways, and severity models.
  • Ensure our Quarterly metrics are showing consistent and significant improvements.
  • Ensure world‑class documentation, troubleshooting guides, and internal knowledge bases.
  • Lead post‑mortems, RCA reports, and incident prevention planning.
5. Customer Communication & Relationship Management
  • Act as the face of Persivia support for executives and operational leaders at client organizations.
  • Set communication standards for clarity, professionalism, and empathy.
  • Ensure customers always feel informed, supported, and prioritized.
6. Team Leadership & Development
  • Build and mentor a high‑performing support engineering team.
  • Train staff on product knowledge, clinical logic, SQL/debugging skills, and communication excellence.
  • Motivate and retain elite talent aligned with Persivia’s high‑performance culture.
Required Qualifications
  • 7+ years in technical/product support or operations, 3+ years in a leadership role.
  • Strong SQL and debugging skills.
  • Experience in healthcare data, interoperability, or regulated tech preferred.
  • Excellent communication with U.S. customers and executive stakeholders.
  • Strong analytical mindset and ability to manage high‑pressure situations.
  • Proven ability to lead support orgs with SLAs above industry benchmarks.
Preferred Experience
  • Prior experience supporting healthcare platforms (EHR, population health, quality, claims, AI, or analytics).
  • Exposure to HL7, FHIR, claims (837/835), CCM/TCM/RPM, HEDIS, and VBC models.
  • Familiarity with cloud platforms, microservices, API debugging, and monitoring tools.
Why This Role Is Elite

The Elite Support Manager drives customer trust, platform stability, and operational excellence. This leader protects Persivia’s reputation globally, ensures product reliability, and enables national‑scale healthcare transformation efforts in the U.S. and Saudi Arabia. Support at Persivia is not reactive, it is strategic, proactive, and central to our growth loops.

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