Team Lead, Clinical Budget Operations

Job not on LinkedIn

🕒 September 24

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 14%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ledger Run

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🏥 Healthcare

💊 Pharmaceuticals

☁️ SaaS

💰 Private equity on 2024-10

Healthcare • Pharmaceuticals • SaaS

Ledger Run is a life sciences-focused software and services company that helps sponsors, CROs, and clinical sites manage clinical trial site contracts and payments. Its ClinRun offering combines automation software with regional contract and payment services to handle Clinical Trial Agreements (CTAs), site budgets, invoicing, and end-to-end site payments (CTA-to-Pay), improving speed, transparency, and accuracy. The platform integrates with existing clinical systems, aims to reduce manual work and invoice processing time, and reports processing over $2B in payments. Ledger Run also provides expert contract negotiation and payment oversight services and is based in Raleigh, NC.

📋 Description

• Daily triage, prioritization, and coordination of customer support tickets within Zendesk • Troubleshoot customer-reported issues and coordinate timely resolution across internal teams • Ensure tickets are categorized, routed, prioritized, and resolved within SLA expectations • Monitor ticket queues, backlog, and aging tickets for timely follow-up and resolution • Communicate with customers regarding issue status, timelines, and resolution progress • Escalate complex product defects, integration issues, and service-impacting incidents to Product and Engineering • Identify recurring support issues and recommend operational or product improvements • Facilitate cross-functional communication during customer-impacting issues • Participate in root cause analysis and post-incident reviews • Improve incident response workflows, escalation procedures, and communication processes • Maintain visibility into customer-impacting bugs, outages, and operational risks • Improve support efficiency, operational scalability, and customer experience • Maintain support documentation, workflows, and standard operating procedures • Support implementation and optimization of support tools, integrations, and operational processes • Create and maintain internal troubleshooting documentation • Contribute to customer-facing knowledge base content and self-service resources • Identify documentation gaps based on recurring customer issues and support trends • Liaise between Support, Customer Success, Services, Product, and Engineering • Translate customer pain points and operational challenges into actionable recommendations • Partner with Product and Engineering to prioritize customer-impacting issues

🎯 Requirements

• 3 - 5+ years of experience in SaaS customer support, support operations, technical support, or service delivery • Hands-on experience managing support operations and ticket workflows within Zendesk or similar support platforms • Strong troubleshooting and problem-solving skills with the ability to diagnose and coordinate resolution of customer and operational issues • Experience triaging and prioritizing high-volume support requests in fast-paced environments • Excellent organizational, communication, and cross-functional collaboration skills • Familiarity with SaaS platforms, APIs, integrations, SSO, or technical troubleshooting • Experience working closely with Product and Engineering teams in agile environments • Must be authorized to work in the United States

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