Customer Support Manager

Job Description

Lead, mentor, and develop a distributed support team across multiple time zones, creating a culture of accountability, collaboration, and customer empathy. Manage staffing, scheduling, and capacity planning to ensure consistent SLA adherence across Tier 1, 2, and 3 support queues. Conduct regular 1:1s, performance reviews, and career development conversations to grow team capability over time. Serve as an escalation point for complex or sensitive customer issues, driving resolution with urgency and professionalism. Own SLA performance across all severity levels; monitor KPIs including response time, resolution time, ticket reopen rates, and customer satisfaction. Oversee the full ticket lifecycle in Jira ensuring accurate classification, documentation, and routing. Partner with Engineering, Project Management, and Quality teams when tickets require cross-functional escalation or reveal systemic product issues. Maintain and improve internal knowledge base content, response playbooks, and escalation procedures. Champion the use of AI tools including Claude Cowork and ChatGPT to streamline support workflows, accelerate ticket research, and assist analysts in drafting high-quality customer communications. Identify opportunities to apply AI-assisted triage, response suggestion, and knowledge retrieval to reduce mean time to resolution. Establish team norms and guardrails for responsible, effective AI tool use in a regulated clinical environment. Stay current on emerging AI capabilities relevant to support operations and bring well-reasoned recommendations to leadership. Perform regular trend analysis on ticket volume, severity patterns, and recurring issues; surface insights to Engineering and Product to inform roadmap prioritization. Prepare and present support performance reports to senior leadership on a recurring basis. Drive continuous improvement initiatives that measurably improve team efficiency and customer outcomes.

Qualifications

1. 5+ years of experience in software support, technical customer success, or a related field, with at least 2 years in a people management role 2. Demonstrated ability to lead and develop distributed or remote teams across geographies and time zones 3. Hands-on experience with Jira or a comparable ticketing and workflow platform 4. Strong analytical skills comfortable working with support metrics, identifying trends, and presenting data-backed recommendations 5. Excellent written and verbal communication skills; able to translate technical issues for non-technical stakeholders and vice versa 6. A genuine, working familiarity with AI tools (ChatGPT, Claude, or similar) and a practical understanding of how they can be applied in a support context

Benefits

- Competitive base salary and performance bonus - Comprehensive health, dental, and vision benefits - Flexible remote work environment - Professional development support, including access to AI and clinical technology learning resources - A collaborative, mission-driven culture focused on innovation in life sciences