Customer Support Manager

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October 23

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Cyntegrity

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Artificial Intelligence • Healthcare Insurance • Pharmaceuticals

Cyntegrity is a company that provides AI-augmented risk-based quality management (RBQM) solutions for clinical trials. Their integrated solutions enhance operational efficiency through a comprehensive risk management approach, helping optimize clinical operations while ensuring compliance and reducing costs. With a focus on data quality and patient safety, Cyntegrity's MyRBQM Portal offers predictive analytics, decentralized clinical trial support, and educational resources to foster a quality-by-design culture. Their tools and methodologies are designed to address current regulatory guidelines and are trusted by many global organizations in the biopharmaceutical sector.

51 - 200 employees

Founded 2014

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

💊 Pharmaceuticals

📋 Description

• 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.

🎯 Requirements

• A bachelor’s degree with an advanced degree in life sciences, data management, or engineering. • 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).

🏖️ Benefits

• Remote work