Customer Health Supervisor

This is a Fully Remote Job About Our Client: RealTime eClinical Solutions operates within the clinical research industry, addressing challenges related to the complexity and inefficiency of clinical trial processes. The organization offers comprehensive cloud-based SaaS software solutions designed to simplify clinical research workflows, improve organization, efficiency, and cost-effectiveness, thereby supporting the advancement of medicine globally. Although headquartered in San Antonio, TX, the company operates as a remote and telecommuting team. About the Opportunity: The CUSTOMER HEALTH SUPERVISOR role is central to managing daily operations within the Customer Health function, overseeing Tier 1 Customer Support and Tier 2 Product Health teams. This position ensures effective case management, prioritization, and consistent execution of customer support processes, delivering timely and personalized communication to customers. The supervisor contributes directly to maintaining high service standards and operational efficiency by providing coaching and guidance, managing escalations, and facilitating coordination between support tiers. Responsibilities: Oversee daily operations across Tier 1 and Tier 2 customer health teams. Monitor case queues, SLA performance, backlog health, and follow-up compliance. Lead daily case and workload reviews to identify priorities and blockers. Provide coaching and support to team members to ensure quality and accountability. Monitor case quality and customer communications for accuracy and timeliness. Ensure adherence to established processes, workflows, and escalation procedures. Identify and escalate cases that require advanced management. Facilitate effective collaboration between customer support and product teams. Detect recurring issues and training needs, escalating them appropriately. Support onboarding and development of customer health staff. Report operational risks and performance issues to management. Requirements: Minimum of 3 years experience in customer support or related environments with leadership responsibilities. Knowledge of clinical research industry operations and workflows. Experience supporting SaaS or cloud-based software in customer-facing roles. Proven ability to deliver personalized, accountable customer service. Experience managing case queues, workload prioritization, and SLA adherence. Skill in coaching and guiding team members to improve performance. Competence in recognizing and managing escalation triggers. Strong communication skills for interaction with customers and internal teams. Organizational skills to manage multiple priorities and time-sensitive tasks. Commitment to customer advocacy and operational excellence. Proficiency with platforms such as Salesforce, Zendesk, Jira, and Microsoft Office 365. Pay Range and Compensation Package: The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.