Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

System Level Troubleshooting Knowledge Base Cross-Functional Collaboration Escalation Management Microsoft Business Intelligence Root Cause Analysis Issue Management Process Improvement Pharmaceutical Sciences Clinical Quality Management Clinical Trials Customer Centricity Organizational Structure

Other Skills

•
Communication
•
Detail Oriented
•
Empathy
•
Problem Solving

Roles & Responsibilities

Bachelor's degree with an advanced degree in life sciences, data management, or engineering.
3+ years of experience in customer support or technical support within a SaaS or software company.
Strong technical background with the ability to understand system logs, APIs, and application behavior; experience in regulated or healthcare-related platforms.
Experience setting up and managing ticketing systems.

Requirements:

Own and manage the entire support ticketing process: intake, prioritization, response, resolution, and escalation.
Collaborate with internal teams (Product, RD, QA) to resolve complex technical issues.
Analyze recurring issues and contribute to product and process improvements.
Build and maintain knowledge base content, FAQs, and support documentation.

Cyntegrity

About Cyntegrity

Cyntegrity is a premier provider of AI-augmented, risk-based quality management solutions in the BioPharma industry. Our AI journey began in 2017 with the introduction of Machine Learning predictive analytics, enhancing the accuracy and efficiency of our services. By 2020, we expanded our AI capabilities to include predictive analytics for all clinical research metrics, further refining our solutions. In 2023, we introduced "Ask AI" for clinical risk assessment and AI-augmented regulatory inspections, streamlining our clients' operations. As we celebrate our 10th anniversary in 2024, we're proud to add AI-augmented clinical Due Diligence to our services, providing even more comprehensive solutions. Our proprietary MyRBQM® Portal, MyRBQM® Academy, and MyRBQM® FSP brands facilitate integrated risk management. We assist sponsors, CROs, regulators, and auditors with AI-augmented data science technology, educational programs, and related functional services, allowing them to focus resources where most needed. Cyntegrity is powered by an international team of industry specialists from 17 nationalities living in 14 countries. We aim to be the preferred provider of AI-augmented SaaS and PaaS solutions for ICH GCP E6(R3), E8(R1), and Q9(R1) compliant clinical trial risk management, change management, and risk-based regulatory oversight.

Founded: 2018

Company size: 51 - 200

Website LinkedIn See all jobs →

Job description

Join Cyntegrity, one of the leading clinical trial risk management technology providers in the industry. We're proud of our bespoke and highly rated MyRBQM® Portal and MyRBQM® Academy brands. If you want to join a rapidly expanding organization, if you have a growth mindset and looking for an exciting, dynamic, and pioneering position for the healthcare industry, then this is a great opportunity for you.

Our highly innovative and international team is searching for the Customer Support Manager.

The Customer Support Manager (CSM) is the go-to person for resolving customer issues, triaging tickets, and ensuring that every interaction is handled with empathy, efficiency, and a solid understanding of the product and clinical trial environment.

Key Responsibilities

Own and manage the entire support ticketing process: intake, prioritization, response, resolution, and escalation.

Collaborate closely with internal teams (Product, R&D, QA) to resolve complex technical issues.

Analyze recurring issues and contribute to product and process improvements.

Build and maintain knowledge base content, FAQs, and support documentation.

Set KPIs and track metrics to improve support response time and satisfactory outcomes.

Provide occasional customer-facing sessions to explain troubleshooting steps or walk through key platform functionalities.

Essential Criteria

Education

A bachelor’s degree with an advanced degree in life sciences, data management, or engineering.

Experience/Skills

3+ years of experience in a customer support or technical support role within a SaaS or software company.
Strong technical background: ability to understand system logs, APIs, and application behavior; ideally experience with platforms in a regulated or healthcare-related field.
Experience working with setting up and managing ticketing systems.
Understanding of clinical trials, GxP compliance, or pharmaceutical industry processes is a big plus.
Excellent problem-solving and communication skills, with the ability to connect with a wide range of team members and translate complex processes into clear, easy-to-understand steps.
Highly organized, with strong attention to detail and follow-through.
Empathetic and customer-centric mindset.
Fluency in English (written and verbal)

Compensation

Full-time employment
Competitive salary
Remote work

About Cyntegrity

We support sponsors and CROs with clinical trial risk management technology and related educational programs to bring therapies to market faster, safer, and cheaper. Cyntegrity is a fast-growing scale-up company staffed by an international team of industry experts. We strive to become the first-choice provider of specialized cloud and SaaS solutions for ICH GCP E6(R3) compliant risk-based quality management and clinical research. Learn more about us and our MyRBQM® Portal and MyRBQM® Academy brands here: www.cyntegrity.com

If this is a position of your interest, and you would like to know more or have any additional questions, please submit your application.

Ready to apply?

APPLY

Share ·