Lingraphica

Lead a technical support team to improve device and software support while collaborating with product and engineering teams on user insights and quality assurance. | Bachelor's degree plus 5 years technical support experience with management, proficiency in CRM and Microsoft suite, and ability to work remotely. | 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 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. To learn more about Lingraphica, visit: www.lingraphica.com! To learn more about our benefits offerings, click here! 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.

Provide Tier 1 support resolving technical issues and managing customer inquiries across multiple channels. | At least 2 years customer service experience, proficiency with CRM and Microsoft Office, bachelor's degree preferred, excellent communication skills, and ability to work remotely in a fast-paced environment. | 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 Customer Service Specialist (CSS) successfully works with prospects and existing customers by offering a world-class experience throughout all points of contact. This role collaborates cross-functionally with teams across Lingraphica’s business units to improve customer-facing channels. The CSS is responsible for addressing non-product inquiries, resolving Tier 1 issues, and properly triaging and escalating customer concerns. Tier 1 issues include basic troubleshooting for all Lingraphica products such as free apps, customer accounts, and devices. This position is responsible for providing exceptional customer service in a timely manner. Responsibilities: Maintains knowledge of all product enhancements, website improvements, marketing campaigns, and other developments that may impact frontline volume across all channels Comfortably interacts with prospects and existing customers by providing a superb experience to both create and maintain relationships/partnerships Identifies and provides a resolution for Tier 1 product issues Lingraphica customers are experiencing Proactively follows up with customers to ensure their concerns are resolved Communicates with potential and existing customers through multiple platforms including inbound calls, outbound calls, e-mail and online chat Monitors and reports customer inquiry trends, recurring issues, and frontline insights using CRM data to support operational improvements and enhance the customer experience. Effectively liaises with key functions such as Reimbursement, Funding & Benefits, and Product Support to improve customer-facing processes or services Recognizes opportunities to support customer progression by identifying potential engagement needs and ensuring timely handoff to the appropriate team. Manages frontline activities using a ticket system to document issues, opportunities, and “transfers” to departments for follow-up Assists with de-escalating customer service matters including but not limited to: Technical issues with our devices, websites, online therapy platform Shipping Provides support to other customer service areas such as communication partner training, and product support teams Provides education on Lingraphica's products, services, and trial process while identifying engagement opportunities and appropriately connecting prospective customers with the Intake & Engagement team for consultative follow-up. Maintains an expert knowledge of Lingraphica devices, accessories, web programs, and mobile applications Maintains an understanding of the pre-trial sales journey and collaborates with Intake & Engagement and Trial Onboarding teams to ensure a seamless customer experience across all pre-trial touchpoints. Conduct proactive customer outreach from designated campaign lists to check in on customers' communication progress, device experience, and support needs, connecting them with additional services, technical resources, or other appropriate next steps when applicable. Qualifications Knowledge, Skills & Abilities Curious thinker with a desire to improve existing processes Excellent communication skills (written, verbal and listening) Ability to assist individuals who have aphasia and other speech/language challenges with empathy and compassion Able and eager to deliver a positive customer experience Excellent time management and multi-tasking skills Ability to perform above expectations in a fastpaced and dynamic environment Teamwork, especially as an expert at getting things done, all with a positive attitude Fluent proficiency in Spanish, preferred Education & Experience Bachelor’s Degree, preferred, or equivalent combination of education and experience 2 years Customer Service experience, required Experience offering Tier 1 customer support, preferred Proficiency with Microsoft Office, VOIP, Zoom, required Experience with HubSpot or other CRM, preferred 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 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 $50,000 to $55,000 per year. A $3,000 bilingual differential is provided when applicable. 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. To learn more about Lingraphica, visit: www.lingraphica.com! To learn more about our benefits offerings, click here! 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.

Manage operational infrastructure, tooling, and data workflows to enable product scaling, including tool administration and FDA compliance coordination. | 3+ years in Product or Business Operations, proficiency with product analytics tools, bachelor's degree, and preferably experience in regulated healthcare or medical device environments. | 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 About the role: The Product Operations Manager owns the operational foundation that enables Lingraphica’s Product organization to scale effectively. As the team expands its product offerings, integrates AI capabilities, and accelerates discovery and delivery, this role ensures that tooling, data, and operational workflows are reliable, well-managed, and clearly owned. In this role, you will own and strengthen the operational infrastructure that supports Product, Engineering, and cross-functional teams within a Product Operating Model—ensuring product tooling is well-administered, data is reliable and accessible, compliance and regulatory workflows have clear ownership, and operational needs are consistently managed across teams. Responsibilities Administer and maintain product tooling (e.g., Aha!, Amplitude, Jira, Maze), ensuring consistent adoption, data quality, and effective workflows Partner with compliance and external consultants to support FDA design controls, documentation standards, and audit readiness Build and maintain repeatable workflows for regulatory and R&D documentation processes Build and maintain product dashboards and scorecards, partnering with Data Analyst to ensure data is accurate, current, and accessible to stakeholders Identify data and instrumentation gaps and partner with Engineering and Systems teams to address them Onboard new Product team members to tools, reporting, and operational workflows Coordinate cross-functional operational activities required for product releases, ensuring readiness across documentation, training, and support Maintain release readiness checklists and track dependencies, surfacing risks to Product and Engineering leadership Coordinate operational initiatives that span multiple teams or lack a clear owner Partner with Product team, PMM and Agile Coach to surface operational inefficiencies and recommend improvements to Product leadership May be required to perform other duties as assigned Qualifications Minimum Qualifications 3+ years of experience in Product Operations, Program Management, Business Operations, or a similar operational role Experience administering product and analytics tools (e.g., Aha!, Amplitude, Jira, Maze, or similar) Strong organizational skills with high attention to detail and follow-through Experience working with data, dashboards, and reporting Strong written and verbal communication skills and ability to collaborate cross-functionally Bachelor’s degree or equivalent combination of education and experience Ability and willingness to travel within the U.S. up to 2 times per year for team and company meetings, with additional travel as needed for conferences and events Preferred Qualifications Experience working in a regulated software, healthcare, or medical device environment Familiarity with FDA design controls, quality management systems (QMS), or similar regulatory frameworks Technical fluency and ability to partner effectively with Engineering teams Experience in Product Operations within a scaling organization Experience working within a Product Operating Model and Agile development environment (e.g., cross-functional product teams, continuous discovery, outcome-driven delivery) Process improvement mindset with the ability to simplify workflows without adding unnecessary overhead Additional Information Work Environment & Physical Demands The incumbent works remotely from their home and is expected to maintain a safe, productive work environment with secure internet access. The ability to operate a computer with or without reasonable accommodation is required. Travel Travel (by air) is required for the annual company meeting and team off-site, within the continental United States, approximately twice per year. Accommodations To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Lingraphica and Pay Transparency At Lingraphica, we are committed to fair and equitable compensation practices. The starting salary range for this position is $84,000 and $97,400 per year. Placement in the starting pay 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. To learn more about Lingraphica, visit: www.lingraphica.com! To learn more about our benefits offerings, click here! 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.

Support SLPs and clients through clinical consultations and sales of speech-generating devices, meeting sales metrics and maintaining CRM records. | Master's degree in Speech-Language Pathology, valid SLP license, AAC experience, 5+ years clinical experience, bilingual English/Spanish, consultative sales skills. | Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments. 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 Clinical Consultant is a Speech-Language Pathologist (SLP) who leverages clinical expertise and consultative sales skills to support speech-language pathologists (SLPs), care partners, and clients through the trial and acquisition process of Lingraphica speech-generating devices (SGDs). This role acts as a trusted advisor, building and maintaining strong professional relationships while helping guide customers in selecting the right AAC device to meet their communication needs. The Clinical Consultant utilizes effective sales strategies and data-driven approaches to achieve sales goals, foster customer satisfaction, and contribute to company growth. Essential Duties & Responsibilities: Consultative Sales and Engagement: • Partner with SLPs to identify client needs and tailor clinical solutions that meet specific therapeutic goals to support appropriate Lingraphica device recommendations • Conduct device demonstrations, clinical consultations, and training sessions to highlight product benefits. • Serve as a point of contact throughout the device trial, addressing clinical and sales-related questions and collaborating closely with SLPs to ensure successful outcomes. Sales Strategy Utilization: • Apply targeted sales strategies to identify needs, overcome objections, and build value for Lingraphica devices throughout the trial and sales process. • Use strategic questioning, active listening, and persuasive communication skills to align with customer goals, drive decision-making, and maximize successful outcomes. • Track and evaluate sales data regularly, refining approaches based on feedback and staying current on best practices to continually enhance performance. Metrics-Based Success: • Meet or exceed defined sales metrics, including successful trial conversions, relationship-building activities, and follow-up commitments. • Maintain detailed and accurate records in the CRM system to track activities, manage leads, and measure sales progress. • Analyze personal sales performance data and generate insights to share with the Clinical Sales Team for continuous improvement. Collaboration and Communication: • Collaborate with cross-functional teams to share clinical insights and align on strategies that support sales goals and customer needs. • Provide input on product development and enhancement based on field experience and customer feedback. Networking and Business Growth: • Manage and nurture relationships with key customers, including SLPs and professional networks, to create referral opportunities and increase sales through networking-related efforts. Qualifications Knowledge, Skills & Abilities: • Bilingual proficiency in English and Spanish required • Strong clinical knowledge of AAC trends and devices, treatment approaches, and patient populations • Consultative sales skills with the ability to assess needs, overcome objections, and position product benefits effectively • Analytical mindset with the ability to leverage data to drive sales strategies and decisions • Excellent relationship-building skills to engage and influence key stakeholders • Strong presentation and public speaking abilities to deliver educational sessions confidently • High degree of professionalism, empathy, and integrity when engaging with diverse audiences • Ability to adapt and problem-solve in a fast-paced environment with shifting priorities and a commitment to meeting customer needs Education & Experience: • Master's Degree in Speech-Language Pathology, required • Valid SLP license, required • AAC experience, required • Minimum 5 years of experience in speech-language pathology, required • Clinical experience in across the lifespan (pediatric and adult populations) preferred • Clinical experience in divers adult settings preferred • Prior experience in clinical sales or consultative roles, preferred Additional Information Schedule: • Monday - Friday, 40 hours per week • Must live in the Central, Mountain, or Pacific Time Zone, with flexibility to adjust schedule to meet customer needs across different regions Travel Requirements: Travel to home office for annual company meetings and other events approximately 1-2 times per year. Travel to national conventions, conferences, and in-person consultations, as needed. Work Environment & Physical Demands: Incumbent works from home and is expected to maintain a safe, productive work environment with secure internet access. Must be able to operate a computer with or without a reasonable accommodation. Accommodations: To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or ability abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Lingraphica and Pay Transparency: At Lingraphica, we are committed to fair and equitable compensation practices. The starting salary range for this position is $75,000 and $80,000 per year. Placement in the starting pay 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. • Paid Time Off (sick, personal, and vacation) • Paid Company Holidays • 401(k) Retirement Plan and Contribution • Medical/Dental/Vision benefits with FSA, HSA, & Dependent care options • Employer Paid Life Insurance • Voluntary benefits such as Short- and Long-Term Disability, Critical Illness, Hospital Indemnity and AD & D insurance • Stipends for health and wellness, home office setup and professional development • Paid Family Leave • Annual bonus program • Annual merit increases • Year-Round Flex Friday's • Discounts on travel, entertainment, home/pet/car insurance To learn more about Lingraphica, visit: www.lingraphica.com! 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 proporcionara al gobierno federal la informacion de su Formulario I-9 para confirmar que usted esta autorizado para trabajar en los EE. UU.