Customer Support Manager
Core
Design, build, and scale customer support infrastructure and processes for purchasing, collection, and service coordination to ensure exceptional customer experience.
Role type
Customer Support Manager
Builds
Customer support infrastructure, processes, policies, workflows, tools, and KPIs
Domain
Life sciences / Customer operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, process development, data analysis, project management, stakeholder management, training framework design, KPI monitoring
Preferred skills
Life sciences industry experience, MS Office proficiency
Technologies
CRM systems, customer support systems
Responsibilities
Design and scale support infrastructure and processes; Operate and improve support performance via metrics and trends; Own customer escalations and cross-functional resolution; Provide performance and satisfaction reporting to leadership; Establish internal training frameworks and knowledge standards; Build and develop a small customer support team
Seniority
Mid-level, hands-on manager