[Hiring] Customer Health Supervisor @REALTIME SOFTWARE SOLUTIONS LLC

Role Description

A dynamic Customer Health Supervisor to handle the day-to-day execution of the Customer Health operation across Tier 1 Customer Support and Tier 2 Product Health. This role ensures customer cases are progressing, service expectations are met, work is appropriately prioritized, and team members have the direction and coaching needed to consistently execute established processes.

• Reinforce a white-glove customer experience, ensuring customers receive timely, personalized, and meaningful communication with clear ownership and follow-through throughout the life cycle of the case.
• Serve as the frontline operational leader, translating the processes, standards, and priorities established by the Customer Health Manager into consistent daily execution.

Qualifications

• 3+ years of experience in customer support, customer operations, technical support, or a similar customer-facing environment, with demonstrated experience providing day-to-day team leadership or supervision.
• Experience working within the clinical research industry, with an understanding of clinical trial operations, workflows, and customer needs.
• Experience supporting SaaS or cloud-based software solutions in a customer-facing environment.
• Demonstrated ability to deliver and reinforce a white-glove customer experience, with an emphasis on personalized communication, ownership, responsiveness, and follow-through.
• Experience overseeing case or ticket queues, workload distribution, SLA performance, backlog health, and aging cases.
• Experience providing coaching, feedback, and day-to-day guidance to team members to improve consistency and execution.
• Strong ability to recognize customer risk and escalation triggers, appropriately triage issues, and engage the appropriate resources.
• Strong written and verbal communication skills, with the ability to communicate professionally with both customers and internal stakeholders.
• Strong organizational and prioritization skills with the ability to manage multiple customer issues, changing priorities, and time-sensitive work.
• Demonstrated commitment to customer advocacy, accountability, attention to detail, and operational excellence.
• Experience working with customer support and work-management platforms such as Salesforce, Zendesk, and Jira.
• Intermediate proficiency with Microsoft Office and Microsoft 365 applications.

Requirements

• Experience supporting clinical research technology, eClinical software, or healthcare technology solutions.
• Working knowledge of clinical research workflows and systems such as CTMS, eRegulatory, eSource, eConsent, or other clinical trial technologies.
• Previous experience in a team lead, supervisor, or other frontline leadership role within a customer-facing or technical organization.
• Experience with case quality reviews, quality assurance, or customer communication audits.
• Experience monitoring and improving operational metrics such as SLA attainment, response times, case aging, backlog health, and customer satisfaction (CSAT).
• Experience working with customer escalations, including recognizing escalation risk, gathering the appropriate information, and coordinating an effective handoff.
• Experience working across Tier 1 customer support and Tier 2 technical or product-focused teams.
• Experience identifying case trends, recurring customer issues, and training opportunities and bringing them forward to leadership.
• Experience with platforms such as Salesforce, Zendesk, Jira, and Microsoft 365.
• Familiarity with AI, automation, or other technology used to improve customer service and operational efficiency.

Benefits

• The company sponsors health insurance, long-term disability, and life insurance.
• Unlimited Paid Time Off.
• 10 paid Holidays.
• Paid Parental Leave.
• Work Anniversary Bonus.
• Participation in the Employee of the Quarter Program.
• Monthly $100 Connectivity Stipend Reimbursement.
• RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.