Customer Health Supervisor

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $80k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.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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RealTime eClinical Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🏥 Healthcare

🧬 Biotechnology

💰 Private Equity Round on 2022-01

Healthcare • Biotechnology

RealTime eClinical Solutions is a leading enterprise-grade technology provider facilitating global clinical trials with a comprehensive eClinical platform. Purpose-built for clinical research sites, site networks, academic medical centers, sponsors, and CROs, the platform goes beyond traditional CTMS to empower research and business workflows for modern-day clinical trials.

📋 Description

• Oversee daily operations across Tier 1 Customer Support and Tier 2 Product Health • Ensure appropriate coverage, workload distribution, and prioritization • Monitor case queues, SLA performance, follow-up compliance, aging cases, and backlog health • Lead daily case and workload reviews to identify priorities, blockers, and cases needing attention • Coach, guide, and support team members to reinforce quality, accountability, and consistent execution • Monitor case quality and ensure customer communications are timely, accurate, meaningful, and aligned with standards • Ensure processes, workflows, escalation procedures, and documentation standards are followed • Identify cases requiring escalation and ensure proper triage and handoff to the Customer Escalation Team • Coordinate effective collaboration and information flow between Tier 1 support and Tier 2 product investigation • Identify operational issues, training needs, and workflow gaps and escalate trends to the Customer Health Manager • Support onboarding, training, and development of Customer Health team members • Provide the Customer Health Manager visibility into operational risks, performance gaps, workload concerns, and emerging customer issues

🎯 Requirements

• 3+ years of experience in customer support, customer operations, technical support, or a similar customer-facing environment • Demonstrated experience providing day-to-day team leadership or supervision • Experience working within the clinical research industry, including clinical trial operations, workflows, and customer needs • Experience supporting SaaS or cloud-based software solutions in a customer-facing environment • Experience delivering and reinforcing a white-glove customer experience • Experience overseeing case or ticket queues, workload distribution, SLA performance, backlog health, and aging cases • Experience providing coaching, feedback, and day-to-day guidance to team members • Ability to recognize customer risk and escalation triggers, triage issues, and engage appropriate resources • Strong written and verbal communication skills • Strong organizational and prioritization skills • Demonstrated commitment to customer advocacy, accountability, attention to detail, and operational excellence • Experience with Salesforce, Zendesk, and Jira • Intermediate proficiency with Microsoft Office and Microsoft 365 applications • All successful candidates must complete and pass reference and background checks • Desired salary must be indicated for the application to be considered • Must verify identity and eligibility to work in compliance with federal law • Experience supporting clinical research technology, eClinical software, or healthcare technology solutions • Working knowledge of CTMS, eRegulatory, eSource, eConsent, or other clinical trial technologies • Previous team lead, supervisor, or frontline leadership experience within a customer-facing or technical organization • Experience with case quality reviews, quality assurance, or customer communication audits • Experience monitoring and improving SLA attainment, response times, case aging, backlog health, and CSAT • Experience with customer escalations and effective handoffs • Experience working across Tier 1 customer support and Tier 2 technical or product-focused teams • Experience identifying case trends, recurring customer issues, and training opportunities • Familiarity with AI, automation, or other technology used to improve customer service and operational efficiency

🏖️ Benefits

• Health insurance • Long-term disability insurance • Life insurance • Unlimited Paid Time Off • 10 paid Holidays • Paid Parental Leave • Work Anniversary Bonus • Participation in the Employee of the Quarter Program • Monthly $100 Connectivity Stipend Reimbursement • 401(k) matching: 100% of the first 3% invested and 50% of the next 2%