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RealTime eClinical Solutions · 1 month ago

Customer Support Manager

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $90K/yr

3+ years exp

RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry. The Customer Support Manager will lead a high-performing support team dedicated to resolving customer support tickets efficiently and effectively, while focusing on team development and enhancing the overall customer support experience.

Cloud Data ServicesSoftware

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

Customer support managementSaaS software solutionsTicket management systemsPerformance data analysisSalesforceZendeskJiraMicrosoft Office SuiteCoachingProcess improvementCommunication skillsOrganizational skillsMentoring

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

The company sponsors health insurance, long-term disability, and 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.

Founded in 2011

San Antonio, Texas, USA

51-200 employees