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Customer Support Manager
Customer Support ManagerVirtualVocations • Scottsdale, Arizona, United States
Customer Support Manager

Customer Support Manager

VirtualVocations • Scottsdale, Arizona, United States
[job_card.1_day_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

A company is looking for a Customer Support Manager to lead a geographically distributed team responsible for resolving support tickets in their clinical trial software portfolio.

Key Responsibilities

Lead, mentor, and develop a distributed support team while managing staffing and performance

Own SLA performance and oversee the full ticket lifecycle in Jira

Champion the use of AI tools to streamline support workflows and improve resolution times

Required Qualifications

5+ years of experience in software support or technical customer success, with at least 2 years in a management role

Experience leading and developing remote teams across different time zones

Hands-on experience with Jira or a similar ticketing platform

Strong analytical skills for working with support metrics and presenting data-driven recommendations

Familiarity with AI tools and their application in a support context

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Customer Support Manager • Scottsdale, Arizona, United States

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