RealTime eClinical Solutions · 11 hours ago
Customer Support Manager
United States
Full-time
Remote
Mid Level
$80K/yr - $90K/yr
3+ years exp
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Responsibilities
Oversee the day-to-day operations of the Customer Support team, ensuring all support tickets are addressed promptly and accurately.
Develop and implement ticket resolution strategies, processes, and workflows to improve efficiency and customer satisfaction.
Act as an escalation point for complex or high-priority customer issues, ensuring timely and appropriate resolution.
Monitor team performance through KPIs and SLA adherence, ensuring the team meets targets for response times, resolution times, and CSAT.
Regularly review and update support policies and procedures to align with industry best practices and company goals.
Collaborate with internal teams, such as Product and Engineering, to address recurring issues and recommend enhancements to RealTime's products.
Coach, mentor, and develop team members to build their technical and customer service skills, fostering a high-performing and engaged team.
Develop and deliver training programs for new hires and ongoing education for the customer support team.
Conduct regular performance reviews, set clear expectations, and provide feedback to ensure accountability and continuous improvement.
Lead team meetings to communicate updates, share best practices, and align on key objectives.
Ensure all team activities comply with company policies, including HIPAA regulations.
Manage team scheduling, approve PTO requests, and review timecards to maintain operational coverage.
Evaluate and implement new tools and technologies that enhance the support team’s efficiency.
Qualification
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Required
3+ years of experience managing a customer support team, preferably in a fast-paced, ticket-driven environment.
Experience working with SaaS software solutions and supporting cloud-based applications.
Strong knowledge of ticket management systems and best practices for resolving technical support issues.
Exceptional organizational and communication skills, both verbal and written.
Ability to analyze performance data and implement improvements to drive results.
Experience managing escalations and resolving complex customer issues.
Comfortable with ambiguity, fast-moving, changing environments, and a passion for process improvement.
Intermediate skills and aptitude for Microsoft Office Suite.
Experience with Salesforce, Zendesk, Jira, and other Support ticketing systems.
Preferred
Bachelor’s degree in a related field.
Familiarity with SaaS products, support tools, and the clinical research or healthcare industry.
Benefits
Health insurance
Long-term disability
Life policy
Unlimited Paid Time Off
9 paid Holidays
Paid Parental Leave
Work Anniversary Bonus
Participation in the Employee of the Quarter Program
Monthly $100 Connectivity Stipend Reimbursement
RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.
Company
RealTime eClinical Solutions
RealTime eClinical Solutions is a leading enterprise-grade technology provider facilitating global clinical trials with a comprehensive eClinical platform.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
LLR Partners
2022-01-13Private Equity
Leadership Team
Stephen Johnson
Chief Executive Officer
John B.
Chief Technology Officer
Recent News
2024-02-17
2023-10-07
Company data provided by crunchbase
