Senior Manager, Customer Support

Castor is committed to revolutionizing medical research through innovative cloud-based software solutions. As a Senior Manager of Customer Support, you will lead a global team to ensure exceptional customer satisfaction and operational excellence while managing strategic partnerships and driving continuous improvement in support services.

Responsibilities:

• Lead, coach, and develop a high-performing global team of Technical Customer Support Specialists
• Serve as the primary escalation point for complex or critical customer issues, ensuring swift, thorough, and customer-centric resolutions for our key clients
• Own and evolve global partnerships, specifically managing Stefanini (phone support and device provisioning), Zendesk (tooling support), and AI Voice (automated support)
• Own and evolve strategic partnerships that align with the Support services (e.g. Stefanini for phone support and device provisioning services, Zendesk for optimal software tooling support, ai voice for optimal automated support)
• Manage team engagement and productivity across multiple time zones, ensuring 24/7 coverage and global consistency in service delivery
• Drive improvements by analyzing global KPIs (Initial Response Time, FCR, CSAT), identifying strategic gaps, and leading initiatives to close them
• Identify and implement opportunities for deeper support via AI enablement and automation to resolve issues prior to Tier 2 escalation
• Accountability for customer SLAs
• Collaborate cross-functionally with the Product, Engineering, Implementation and Customer Success teams to advocate for customer needs, escalate issues, and improve the overall customer journey
• Champion a culture of customer empathy, excellence, accountability, and continuous improvement across the team
• Define, develop, and maintain the SOPs, work instructions, and related collateral for the Support team
• You will follow the Castor quality policy, information security policy, the code of conduct and the procedures from the Quality and Information Security Management system (QISMS)
• Adhere to HIPAA regulations, all global privacy requirements including GDPR and company policies to ensure the confidentiality, integrity, and security of personal and health data

Requirements:

• Deep technical proficiency in Customer Support tools and technologies (e.g., Zendesk, AI/automation platforms) for process evolution, scaling, and efficiency
• Demonstrated expertise in defining, tracking, and driving improvement across key support metrics (e.g., FCR, CSAT, Initial Response Time) and ensuring strict adherence to customer SLAs
• Proven track record of leading, coaching, and motivating global remote teams, with a focus on maintaining high engagement and productivity across multiple time zones
• Extensive experience working in customer support and managing and leading global support teams
• Knowledge of Software as Service (SaaS) Products
• Excellent analytical & problem-solving skills, combined with a strong business judgment and ability to present analysis in a clear and compelling manner
• A collaborative, agile, resourceful, consistently engaged, hands-on approach to leading the Support team
• Strong communication skills as well as interpersonal skills, including cultivating positive cross-functional working relationships
• Relevant understanding of clinical guidelines: ICH-GCP - Good Clinical Practice, FDA 21 CFR Part 11, HIPAA, and relevant GXP Regulations and Guidances
• Experience in the life sciences industry
• Strong background in developing and implementing Standard Operating Procedures (SOPs) and technical work instructions for a global helpdesk environment
• Familiarity with information security and quality management systems (QISMS) and their application in a technical support setting to ensure data integrity and confidentiality