Senior Manager – Customer Support
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Job Description
Senior Manager of Customer Support responsible for leading global technical teams at Castor. Enhancing customer satisfaction metrics and ensuring operational excellence across services.
Responsibilities:
- Lead, coach, and develop a global team of Technical Customer Support Specialists.
- Serve as the primary escalation point for complex customer issues.
- Own and evolve global partnerships managing support services.
- Manage team engagement and productivity across multiple time zones.
- Drive improvements by analyzing global KPIs.
- Identify and implement AI enablement for support.
- Accountability for customer SLAs.
- Collaborate cross-functionally with Product, Engineering, and Implementation teams.
- Champion a culture of customer empathy and continuous improvement.
- Define, develop, and maintain SOPs and related collateral.
- Adhere to HIPAA regulations and company policies regarding confidentiality.
Requirements:
- Deep technical proficiency in Customer Support tools and technologies.
- Demonstrated expertise in support metrics and SLAs.
- Proven track record in leading remote teams.
- Extensive experience in customer support.
- Knowledge of Software as Service (SaaS) Products.
- Excellent analytical and problem-solving skills.
- Strong business judgment and presentation skills.
- Collaborative and agile approach to team leadership.
- Strong communication and interpersonal skills.
- Relevant understanding of clinical guidelines.
- Experience in the life sciences industry.
- Background in developing and implementing SOPs.
- Familiarity with information security and quality management systems.
Benefits:
- Unlimited annual leave with 25-day minimum.
- Downtime weeks every quarter for deep focus.
- AI-first culture with training and tools.
- Employee Stock Option Plan (ESOP).
- Free access to Open Up for mental health courses.
- Specialized sleep courses included.
- Budget for home office setup.
- Annual
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