Customer Support Manager

Job Summary

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

Key Responsibilities

• Lead and develop a geographically distributed support team, ensuring accountability and collaboration
• Oversee SLA performance and manage the full ticket lifecycle in Jira, ensuring accurate documentation and routing
• Champion the use of AI tools to streamline support workflows and drive continuous improvement initiatives

Required Qualifications

• 5+ years of experience in software support or technical customer success, with at least 2 years in a management role
• Experience leading distributed or remote teams across different geographies
• Hands-on experience with Jira or a comparable ticketing platform
• Strong analytical skills with the ability to work with support metrics and present data-backed recommendations
• Familiarity with AI tools such as ChatGPT or Claude and their application in support contexts