Customer Health Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage daily operations for Tier 1 Customer Support and Tier 2 Product Health.

• Ensure adequate coverage, fair workload distribution, and effective prioritization.

• Oversee case queues, SLA performance, compliance with follow-up, aging cases, and backlog health.

• Facilitate daily reviews of cases and workloads to pinpoint priorities, obstacles, and cases requiring attention.

• Mentor, guide, and assist team members to enhance quality, accountability, and uniform execution.

• Evaluate case quality and guarantee that customer communications are timely, accurate, meaningful, and in line with standards.

• Ensure adherence to processes, workflows, escalation procedures, and documentation standards.

• Identify cases that need escalation and ensure proper triage and transfer to the Customer Escalation Team.

• Foster effective collaboration and information exchange between Tier 1 support and Tier 2 product investigation.

• Recognize operational challenges, training requirements, and workflow deficiencies, escalating trends to the Customer Health Manager.

• Assist in the onboarding, training, and professional development of Customer Health team members.

• Provide the Customer Health Manager with insights into operational risks, performance gaps, workload issues, and emerging customer concerns.

⛳️ Requirements

• Minimum of 3 years of experience in customer support, customer operations, technical support, or a comparable customer-facing role.

• Proven experience in providing daily leadership or supervision to teams.

• Background in the clinical research industry, including clinical trial operations, workflows, and customer requirements.

• Experience supporting SaaS or cloud-based software solutions in a customer-facing context.

• Proven track record of delivering and enhancing a white-glove customer experience.

• Experience managing case or ticket queues, workload distribution, SLA performance, backlog health, and aging cases.

• Proven ability to provide coaching, feedback, and daily guidance to team members.

• Capability to identify customer risks and escalation triggers, triage issues, and mobilize appropriate resources.

• Excellent written and verbal communication skills.

• Strong organizational and prioritization abilities.

• Demonstrated dedication to customer advocacy, accountability, attention to detail, and operational excellence.

• Familiarity with Salesforce, Zendesk, and Jira.

• Intermediate proficiency in Microsoft Office and Microsoft 365 applications.

• All successful candidates must complete and pass reference and background checks.

• Desired salary must be included for the application to be considered.

• Must verify identity and eligibility to work in accordance with federal law.

• Experience in supporting clinical research technology, eClinical software, or healthcare technology solutions.

• Working knowledge of CTMS, eRegulatory, eSource, eConsent, or other clinical trial technologies.

• Prior experience as a team lead, supervisor, or frontline leader within a customer-facing or technical organization.

• Experience conducting case quality reviews, quality assurance, or audits of customer communications.

• Experience in monitoring and enhancing SLA achievement, response times, case aging, backlog health, and CSAT.

• Experience managing customer escalations and effective handoffs.

• Experience collaborating across Tier 1 customer support and Tier 2 technical or product-focused teams.

• Ability to identify case trends, recurring customer issues, and training opportunities.

• Familiarity with AI, automation, or other technologies aimed at improving customer service and operational efficiency.

🏝️ Benefits

• Health insurance.

• Long-term disability insurance.

• Life insurance.

• Unlimited Paid Time Off.

• 10 paid Holidays.

• Paid Parental Leave.

• Work Anniversary Bonus.

• Participation in the Employee of the Quarter Program.

• Monthly $100 Connectivity Stipend Reimbursement.

• 401(k) matching: 100% of the first 3% invested and 50% of the next 2%.