Customer Support Manager

Job Summary

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

Key Responsibilities

• Lead, mentor, and manage a distributed support team, ensuring accountability and customer empathy
• Oversee SLA performance and the full ticket lifecycle in Jira, ensuring accurate documentation and routing
• Champion the use of AI tools to streamline support workflows and improve resolution speed

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 similar ticketing platforms
• Strong analytical skills for working with support metrics and presenting data-backed recommendations
• Familiarity with AI tools and their application in support contexts