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Customer Support Manager (Remote : CET 3 hours)

Customer Support Manager (Remote : CET 3 hours)

CyntegrityStockton, CA, US
1 day ago
Job type
  • Full-time
  • Remote
Job description

Customer Support Manager

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.

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    Customer Support Manager • Stockton, CA, US