A company is looking for a Customer Support Manager to lead a geographically distributed team responsible for resolving support tickets in their clinical trial software portfolio.
Key Responsibilities
Lead, mentor, and develop a distributed support team while managing staffing and performance
Own SLA performance and oversee the full ticket lifecycle in Jira
Champion the use of AI tools to streamline support workflows and improve resolution times
Required Qualifications
5+ years of experience in software support or technical customer success, with at least 2 years in a management role
Experience leading and developing remote teams across different time zones
Hands-on experience with Jira or a similar ticketing platform
Strong analytical skills for working with support metrics and presenting data-driven recommendations
Familiarity with AI tools and their application in a support context
Customer Support Manager • Portland, Oregon, United States
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