Senior Manager - Customer Support (US)

Castor

5d • Remote

About The Position

At Castor, we are committed to a world with faster, smarter medical research. Our cloud-based software solutions are revolutionizing data capture for academic and commercial clinical researchers worldwide. You have found yourself a company with a true purpose. As a Senior Manager, Customer Support, you are responsible for the strategic leadership and management of a global team of Technical Customer Support Specialists. You are primarily accountable for ensuring we provide a support experience that exceeds all customer satisfaction and operational metrics at scale. You are also responsible for all assurance activities related to the availability, integrity, and confidentiality of customers, business partners, employees, and business information in compliance with our information security policies.

Requirements

• Deep technical proficiency in Customer Support tools and technologies (e.g., Zendesk, AI/automation platforms) for process evolution, scaling, and efficiency.
• Demonstrated expertise in defining, tracking, and driving improvement across key support metrics (e.g., FCR, CSAT, Initial Response Time) and ensuring strict adherence to customer SLAs.
• Proven track record of leading, coaching, and motivating global remote teams, with a focus on maintaining high engagement and productivity across multiple time zones.
• Extensive experience working in customer support and managing and leading global support teams.
• Knowledge of Software as Service (SaaS) Products.
• Excellent analytical & problem-solving skills, combined with a strong business judgment and ability to present analysis in a clear and compelling manner.
• A collaborative, agile, resourceful, consistently engaged, hands-on approach to leading the Support team.
• Strong communication skills as well as interpersonal skills, including cultivating positive cross-functional working relationships.
• Relevant understanding of clinical guidelines: ICH-GCP - Good Clinical Practice, FDA 21 CFR Part 11, HIPAA, and relevant GXP Regulations and Guidances. This information is proprietary to Castor EDC and should be treated as confidential material in accordance with existing confidentiality agreements.
• Experience in the life sciences industry
• Strong background in developing and implementing Standard Operating Procedures (SOPs) and technical work instructions for a global helpdesk environment.
• Familiarity with information security and quality management systems (QISMS) and their application in a technical support setting to ensure data integrity and confidentiality.

Responsibilities

• Lead, coach, and develop a high-performing global team of Technical Customer Support Specialists.
• Serve as the primary escalation point for complex or critical customer issues, ensuring swift, thorough, and customer-centric resolutions for our key clients.
• Own and evolve global partnerships, specifically managing Stefanini (phone support and device provisioning), Zendesk (tooling support), and AI Voice (automated support).
• Own and evolve strategic partnerships that align with the Support services (e.g. Stefanini for phone support and device provisioning services, Zendesk for optimal software tooling support, ai voice for optimal automated support).
• Manage team engagement and productivity across multiple time zones, ensuring 24/7 coverage and global consistency in service delivery.
• Drive improvements by analyzing global KPIs (Initial Response Time, FCR, CSAT), identifying strategic gaps, and leading initiatives to close them.
• Identify and implement opportunities for deeper support via AI enablement and automation to resolve issues prior to Tier 2 escalation.
• Accountability for customer SLAs.
• Collaborate cross-functionally with the Product, Engineering, Implementation and Customer Success teams to advocate for customer needs, escalate issues, and improve the overall customer journey.
• Champion a culture of customer empathy, excellence, accountability, and continuous improvement across the team.
• Define, develop, and maintain the SOPs, work instructions, and related collateral for the Support team.
• You will follow the Castor quality policy, information security policy, the code of conduct and the procedures from the Quality and Information Security Management system (QISMS).
• Adhere to HIPAA regulations, all global privacy requirements including GDPR and company policies to ensure the confidentiality, integrity, and security of personal and health data.

Benefits

• Rest is non-negotiable: Unlimited annual leave with 25-day minimum. We don’t just allow time off; we expect you to take it.
• Downtime weeks: Once a quarter, the whole company shifts gears. No new shipping—just a week for deep focus, learning, or catching up so we can start the next quarter fresh.
• AI-first culture: We provide the tools and training to ensure you’re spending your energy on high-value work, not manual repetition.
• Real ownership: All Castor team members are offered options through our Employee Stock Option Plan (ESOP).
• Comprehensive wellbeing: Free access to Open Up for mental health, specialized sleep courses (for you and your family), and a budget to make your home office a place you actually want to be.
• Annual bonus: A guaranteed "Happy Holidays" bonus every December.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees