Customer Support Manager
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Job Description
Manager of Software Support at Anju Software overseeing a team for clinical trial software support. Driving operational excellence and AI-augmented workflows for improved customer interactions.
Responsibilities:
- Lead, mentor, and develop a distributed support team across multiple time zones, fostering 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 — from intake and triage through escalation, resolution, and closure — 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
- Implement 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
Requirements:
- 5+ years of experience in software support, technical customer success, or a related field, with at least 2 years in a people management role
- Demonstrated ability to lead and develop distributed or remote teams across geographies and time zones
- Hands-on experience with Jira or a comparable ticketing and workflow platform
- Strong analytical skills — comfortable working with support metrics, identifying trends, and presenting data-backed recommendations
- Excellent written and verbal communication skills; able to translate technical issues for non-technical stakeholders and vice versa
- 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
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