Senior Customer Support Manager

Job Summary

A company is looking for a Senior Manager, Customer Support.

Key Responsibilities

• Lead and develop a global team of Technical Customer Support Specialists
• Serve as the primary escalation point for complex customer issues and manage global partnerships
• Drive improvements by analyzing KPIs and collaborating with cross-functional teams to enhance customer experience

Required Qualifications

• Deep technical proficiency in Customer Support tools and technologies
• Proven track record of leading global remote teams and managing support metrics
• Extensive experience in customer support and knowledge of SaaS products
• Relevant understanding of clinical guidelines and experience in the life sciences industry
• Strong background in developing and implementing Standard Operating Procedures (SOPs)