“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 in San Antonio, TX, but are truly a remote and telecommuting company.
WHAT ARE WE LOOKING FOR?
Applicants must meet all minimum qualifications and required experience outlined in this posting to be considered for the position.
A dynamic Customer Health Supervisor to handle the day-to-day execution of the Customer Health operation across Tier 1 Customer Support and Tier 2 Product Health. This role ensures customer cases are progressing, service expectations are met, work is appropriately prioritized, and team members have the direction and coaching needed to consistently execute established processes.
The Supervisor is responsible for reinforcing a white-glove customer experience, ensuring customers receive timely, personalized, and meaningful communication with clear ownership and follow-through throughout the life cycle of the case.
The Supervisor serves as the frontline operational leader, translating the processes, standards, and priorities established by the Customer Health Manager into consistent daily execution
WHAT WILL YOU BE DOING?
- Oversee daily operations across Tier 1 Customer Support and Tier 2 Product Health, ensuring appropriate coverage, workload distribution, and prioritization.
- Monitor case queues, SLA performance, follow-up compliance, aging cases, and backlog health, taking action when cases are at risk.
- Lead daily case and workload reviews to identify priorities, blockers, and cases requiring additional attention.
- Provide day-to-day coaching, guidance, and support to team members to reinforce quality, accountability, and consistent execution.
- Monitor case quality and ensure customer communications are timely, accurate, meaningful, and aligned with established standards.
- Ensure established processes, workflows, escalation procedures, and documentation standards are consistently followed.
- Identify cases requiring escalation and ensure they are properly triaged and handed off to the Customer Escalation Team for ongoing escalation management.
- Ensure Tier 1 and Tier 2 work together effectively, with appropriate information and context flowing between customer support and product investigation.
- Identify recurring operational issues, training needs, or workflow gaps and escalate those trends to the Customer Health Manager.
- Support onboarding, training, and development of Customer Health team members.
- Provide the Customer Health Manager with visibility into operational risks, performance gaps, workload concerns, and emerging customer issues.
WHAT DO YOU NEED?
- 3+ years of experience in customer support, customer operations, technical support, or a similar customer-facing environment, with demonstrated experience providing day-to-day team leadership or supervision.
- Experience working within the clinical research industry, with an understanding of clinical trial operations, workflows, and customer needs.
- Experience supporting SaaS or cloud-based software solutions in a customer-facing environment.
- Demonstrated ability to deliver and reinforce a white-glove customer experience, with an emphasis on personalized communication, ownership, responsiveness, and follow-through.
- Experience overseeing case or ticket queues, workload distribution, SLA performance, backlog health, and aging cases.
- Experience providing coaching, feedback, and day-to-day guidance to team members to improve consistency and execution.
- Strong ability to recognize customer risk and escalation triggers, appropriately triage issues, and engage the appropriate resources.
- Strong written and verbal communication skills, with the ability to communicate professionally with both customers and internal stakeholders.
- Strong organizational and prioritization skills with the ability to manage multiple customer issues, changing priorities, and time-sensitive work.
- Demonstrated commitment to customer advocacy, accountability, attention to detail, and operational excellence.
- Experience working with customer support and work-management platforms such as Salesforce, Zendesk, and Jira.
- Intermediate proficiency with Microsoft Office and Microsoft 365 applications
WHAT SETS YOU APART?
- Experience supporting clinical research technology, eClinical software, or healthcare technology solutions.
- Working knowledge of clinical research workflows and systems such as CTMS, eRegulatory, eSource, eConsent, or other clinical trial technologies.
- Previous experience in a team lead, supervisor, or other frontline leadership role within a customer-facing or technical organization.
- Experience with case quality reviews, quality assurance, or customer communication audits.
- Experience monitoring and improving operational metrics such as SLA attainment, response times, case aging, backlog health, and customer satisfaction (CSAT).
- Experience working with customer escalations, including recognizing escalation risk, gathering the appropriate information, and coordinating an effective handoff.
- Experience working across Tier 1 customer support and Tier 2 technical or product-focused teams.
- Experience identifying case trends, recurring customer issues, and training opportunities and bringing them forward to leadership.
- Experience with platforms such as Salesforce, Zendesk, Jira, and Microsoft 365.
- Familiarity with AI, automation, or other technology used to improve customer service and operational efficiency.
WHAT IS IN IT FOR YOU?
- The company sponsors health insurance, long-term disability, and 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.
- 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.
