Customer Support Manager

Job Summary

A company is looking for a Customer Support Manager to lead a geographically distributed team responsible for resolving support tickets in their clinical trial software portfolio.

Key Responsibilities

• Lead, mentor, and develop a distributed support team while managing staffing and performance
• Own SLA performance and oversee the full ticket lifecycle in Jira
• Champion the use of AI tools to streamline support workflows and improve resolution times

Required Qualifications

• 5+ years of experience in software support or technical customer success, with at least 2 years in a management role
• Experience leading and developing remote teams across different time zones
• Hands-on experience with Jira or a similar ticketing platform
• Strong analytical skills for working with support metrics and presenting data-driven recommendations
• Familiarity with AI tools and their application in a support context