Associate Manager, Product Support

Advarra

8d•$69,375 - $127,188•Remote

About The Position

The Associate Manager, Product Support, leads a team of Product Support Specialists to deliver high-quality Tier 1, 2 or 3 support across multiple channels. This role combines hands-on technical engagement with people leadership, serving as a subject matter expert and escalation point for complex or high-impact customer issues. The Associate Manager is a direct team contributor, while actively monitoring SLA and queue health, quality standards, and workload distribution. In partnership with Product Management and Engineering, the Associate Manager acts as the Voice of the Customer, escalating trends and influencing enhancements. Through proactive process improvement, cross-functional collaboration, team member coaching, and goal setting, this role ensures operational excellence and an exceptional customer experience.

Requirements

3+ years of experience providing customer support of software applications
Experience as a team lead or senior-level staff
Demonstrated strong communication and management skills
Proven successful experience influencing other’s work outcomes with and without direct authority
Demonstrated strength with analytical thinking, problem-solving, and interpersonal skills

Nice To Haves

Bachelor’s degree
Experience supporting Advarra Products
Experience in the clinical research industry
Experience conducting workflow analysis and training of enterprise-level software application
Experience with onboarding and training new team members

Responsibilities

Lead and develop a team of 2-8 Product Support Specialists delivering Tier 1, 2 or 3 support across multiple channels.
Provide technical and subject matter leadership across the supported product ecosystem.
Conduct regular 1:1s, set performance goals, deliver coaching, and drive professional development.
Monitor queue health, SLA performance, quality standards, and workload distribution; adjust resources and step-in directly to meet operational targets.
Serve as an internal escalation point for complex or high-impact customer issues.
Partner with Product Management and Engineering as the Voice of the Customer, escalating trends, enhancement requests, and systemic issues.
Act as liaison between customers and development teams to support requirements gathering, product feedback, and validation efforts.
Identify and implement process improvements to enhance team efficiency, quality, and customer experience.
Support recruiting, onboarding, and training of new team members.
Maintain an active caseload, providing direct Tier 1, 2 or 3 support and ensure timely, high-quality resolutions.
Lead resolution of complex, cross-functional issues, coordinating with internal stakeholders to drive outcomes.
Diagnose and troubleshoot technical and workflow-related issues; communicate solutions clearly and provide customer training as needed.
Research and collaborate with internal teams when solutions are not immediately available.
Develop trusted customer relationships by understanding operational goals and recommending workflow optimizations and expanded product functionality.
Serve as a product expert across supported applications and integrations, maintaining up-to-date knowledge of system changes and enhancements.
Demonstrate urgency, accountability, and professionalism in all client interactions.
Work independently and integrate into a team environment