Manager, Customer Support
V
Valsoft CorporationClinical Trial, Life Sciences
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in software support, technical customer success, or a related field, with at least 2 years in a people management role
- Required Skills
- JiraMicrosoft ExcelPowerPoint
Requirements
- 5+ years of experience in software support, technical customer success, or a related field
- At least 2 years in a people management role
- Demonstrated ability to lead and develop distributed or remote teams across geographies and time zones
- Hands-on experience with Jira or a comparable ticketing and workflow platform
- Strong analytical skills — comfortable working with support metrics, identifying trends, and presenting data-backed recommendations
- Excellent written and verbal communication skills; able to translate technical issues for non-technical stakeholders and vice versa
- A genuine, working familiarity with AI tools (ChatGPT, Claude, or similar) and a practical understanding of how they can be applied in a support context
- Experience supporting software used in clinical trials, life sciences, or a regulated healthcare environment (Preferred)
- Familiarity with clinical trial concepts, terminology, or software categories (EDC, CTMS, eTMF, randomization, etc.) (Preferred)
- Experience designing or refining support SLAs and escalation frameworks (Preferred)
- Exposure to CAPA processes or quality management systems (Preferred)
Responsibilities
- Lead, mentor, and develop a distributed support team across multiple time zones
- Manage staffing, scheduling, and capacity planning to ensure consistent SLA adherence
- Conduct regular 1:1s, performance reviews, and career development conversations
- Serve as an escalation point for complex or sensitive customer issues
- Own SLA performance across all severity levels; monitor KPIs
- Oversee the full ticket lifecycle in Jira
- Partner with Engineering, Project Management, and Quality teams for cross-functional escalation
- Maintain and improve internal knowledge base content, response playbooks, and escalation procedures
- Champion the use of AI tools (Claude Cowork and ChatGPT) to streamline support workflows
- Perform regular trend analysis on ticket volume, severity patterns, and recurring issues
- Prepare and present support performance reports to senior leadership
- Drive continuous improvement initiatives that measurably improve team efficiency and customer outcomes
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