Manager, Customer Support
Cambridge, MA, USA • Virtual Req #44
Friday, November 1, 2024
POSITION TITLE: Manager, Customer Support
LOCATION: Remote, US
Eligible to work in the locations below:
AZ, CA, CO, CT, DE, FL, GA, ID, IL, KY, MA, MD, ME, MI, MN, MO, MT, NC, NH, NJ, NV, NY, OH, PA, RI, SC, TX, UT, VA, VT, WA
This position reports to our global HQ in Cambridge, MA, and is fully remote within the US. Travel is expected when needed and local candidates are preferred.
Who we are:
TriNetX was founded on the idea that incorporating real-world data results in better clinical trial design, improves the site selection and patient recruitment process and generates real-world evidence (RWE) to advance the collective understanding of human health. TriNetX collaborates with most industry leaders, including 13 of the top 15 pharmaceutical companies, and is powered by an impressive network of 170 healthcare organizations across 30 countries.
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As a result of its reach and rapidly expanding network, TriNetX has become the market leader in protocol design, feasibility, and site selection. Researchers have leveraged the TriNetX network to analyze over 39,000 protocols, presented over 10,000 clinical trial opportunities to its healthcare members, and reduced site identification time in clinical trials by 50%.
TriNetX healthcare organization members contribute access to a patient population of 400 million, representing over 40 billion clinical observations. TriNetX has a worldwide presence, with our global headquarters located in Cambridge, Massachusetts, and EU offices in Ghent, Belgium; Freiburg, Germany; and Basel, Switzerland - as well as offices in London, Madrid, Melbourne, Sao Paulo, Singapore, Tokyo, and Healdsburg, California. As a result, TriNetX is one of the fastest-growing, privately held companies in the life sciences industry.
What challenges we work on:
TriNetX is the global health research network that optimizes clinical research and enables discoveries by creating real-world evidence. TriNetX combines real-time access to longitudinal clinical data with state-of-the-art analytics to answer complex research questions at the speed of thought. Each member of our community shares in the consolidated value of our global, federated health research network that connects clinical researchers to the patient populations which they are attempting to study.
Who we are looking for:
As we continue to grow globally, the Customer Support is looking for a motivated leader to join as a Manager to provide leadership and hands-on skills to shape support organization and internal processes. Ideal candidate will have a blend of customer-centric mindset, strategic thinking, and previous technical background.
What you will be doing at TriNetX:
- Oversee Support Team Operations: Manage and lead the customer support team, including recruiting, training, scheduling, and supervising day-to-day operations.
- Develop Customer Support Policies and Procedures: Create and implement guidelines to streamline support processes, ensuring a consistent, high-quality experience for customers.
- Not Afraid to Get Hands Dirty: Lead by example by stepping in when the support team is overwhelmed, handling challenging customer inquiries, or taking on complex cases to ensure service continuity and high standards.
- Provide Training and Development: Ensure continuous development of the support team through training, coaching, and performance feedback to improve skills and service quality.
- Create and Improve Support Documentation: Maintain and expand a knowledge base, FAQs, and support articles to help customers solve common issues independently.
- Analyze Support Metrics: Use data analysis to identify trends, support volume, and team performance, making data-driven decisions for improvement.
- Report on Support Performance: Prepare regular reports for management on support performance, customer insights, and actionable improvements for customer success and satisfaction.
- Facilitate Cross-Department Collaboration: Work closely with product, engineering, and sales teams to communicate customer feedback and improve product or service offerings.
Skills/Qualifications:
- Bachelor's Degree in a Technical Field: A degree in information technology, computer science, engineering, or a related field is preferred for this role.
- Experience in Customer Support for Technical Products: At least 3-5 years in technical customer support, ideally with experience in managing healthcare technology or infrastructure-related products.
- Technical Troubleshooting Skills: Strong ability to diagnose and resolve technical issues related to infrastructure, server configurations, networking, and cloud environments.
- Experience with Support Software and CRMs: Proficiency with customer support platforms such as Zendesk or Salesforce Service Cloud and ticketing systems for effective case management.
- Scripting and Automation Skills: Knowledge of Python, Shell scripting, or similar scripting languages to automate support tasks and streamline workflows.
- Strong Communication Skills: The ability to explain complex technical issues to customers in a clear and approachable way, often acting as a bridge between the technical team and the customer.
Bonus points:
- Knowledge of Cloud Platforms: Proficiency in cloud infrastructure, particularly with AWS (Amazon Web Services).
- Configuration Management Tools: Hands-on experience with tools like Ansible or Puppet to manage and automate server configurations.
- Infrastructure as Code (IaC): Familiarity with Terraform or CloudFormation for deploying and managing infrastructure as code, an essential skill for managing modern cloud infrastructure.
- Certifications in Relevant Technologies: Relevant certifications such as AWS Certified Solutions Architect, AWS Certified DevOps Engineer, or certifications in tools like Ansible or Terraform are highly valued.
Learn more about TriNetX:
To learn more about us, please check out our website, blog, and Careers page - and be sure to follow us on X (Twitter) and LinkedIn. You can also find out more about what it's like to work at TriNetX on The Muse.
Interested in joining our community?
TriNetX is an Equal Opportunity Employer. All persons are considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex or gender, marital status, sexual orientation, genetic information, gender identity, veteran status, or any other characteristic or status protected by applicable federal, state or local laws.
This Organization Participates in E-Verify
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
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Other details
- Pay Type Salary
- Min Hiring Rate $135,000.00
- Max Hiring Rate $150,000.00