Customer Support Manager

“Be part of a company that is influential and the standard for a rapidly evolving industry!”

WHO ARE WE?

RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.

Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX but are truly a remote and telecommuting company.

WHAT ARE WE LOOKING FOR?

The Customer Support Manager will lead a high-performing support team dedicated to resolving customer support tickets efficiently and effectively. This role focuses on empowering the team to deliver timely, accurate, and high-quality solutions for customers across RealTime's product line. The Customer Support Manager will prioritize team development, foster a culture of collaboration, and ensure adherence to established processes and best practices. By maintaining a strong focus on ticket resolution and issue escalation, this leader will play a critical role in enhancing the overall customer support experience and operational efficiency.

WHAT WILL YOU BE DOING?

• Oversee the day-to-day operations of the Customer Support team, ensuring all support tickets are addressed promptly and accurately.
• Develop and implement ticket resolution strategies, processes, and workflows to improve efficiency and customer satisfaction.
• Act as an escalation point for complex or high-priority customer issues, ensuring timely and appropriate resolution.
• Monitor team performance through KPIs and SLA adherence, ensuring the team meets targets for response times, resolution times, and CSAT. 
• Regularly review and update support policies and procedures to align with industry best practices and company goals.
• Collaborate with internal teams, such as Product and Engineering, to address recurring issues and recommend enhancements to RealTime's products.
• Coach, mentor, and develop team members to build their technical and customer service skills, fostering a high-performing and engaged team.
• Develop and deliver training programs for new hires and ongoing education for the customer support team.
• Conduct regular performance reviews, set clear expectations, and provide feedback to ensure accountability and continuous improvement.
• Lead team meetings to communicate updates, share best practices, and align on key objectives.
• Ensure all team activities comply with company policies, including HIPAA regulations.
• Manage team scheduling, approve PTO requests, and review timecards to maintain operational coverage.
• Evaluate and implement new tools and technologies that enhance the support team’s efficiency.

WHAT DO YOU NEED? 

• 3+ years of experience managing a customer support team, preferably in a fast-paced, ticket-driven environment.
• Experience working with SaaS software solutions and supporting cloud-based applications.
• Strong knowledge of ticket management systems and best practices for resolving technical support issues.
• Exceptional organizational and communication skills, both verbal and written.
• Ability to analyze performance data and implement improvements to drive results.
• Experience managing escalations and resolving complex customer issues.
• Comfortable with ambiguity, fast-moving, changing environments, and a passion for process improvement
• Intermediate skills and aptitude for Microsoft Office Suite
• Experience with Salesforce, Zendesk, Jira, and other Support ticketing systems

WHAT SETS YOU APART?

• Bachelor’s degree in a related field.
• Familiarity with SaaS products, support tools, and the clinical research or healthcare industry.

WHAT IS IN IT FOR YOU?

• The company sponsors health insurance, long-term disability, and life policy.
• Unlimited Paid Time Off.
• 9 paid Holidays.
• Paid Parental Leave.
• Work Anniversary Bonus.
• Participation in the Employee of the Quarter Program.
• Monthly $100 Connectivity Stipend Reimbursement.
• RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

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

The desired salary must be indicated for the application to be considered.

The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.

Equal Opportunity Employer – RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility.

Thank you for your interest in RealTime eClinical Solutions.