Castor

Senior Manager, Customer Support

Castor

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

Tech Stack

Google Cloud Platform

About the role

  • 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.
  • Own and evolve global partnerships for support services.
  • Manage team engagement and productivity across multiple time zones.
  • Drive improvements by analyzing global KPIs and leading initiatives.
  • Identify and implement opportunities for deeper support via AI enablement and automation.
  • Collaborate cross-functionally with Product, Engineering, Implementation, and Customer Success teams.
  • Champion a culture of customer empathy, excellence, accountability, and continuous improvement.
  • Define, develop, and maintain SOPs and related collateral for the Support team.
  • Adhere to HIPAA regulations and all global privacy requirements.

Requirements

  • Deep technical proficiency in Customer Support tools and technologies (e.g., Zendesk, AI/automation platforms).
  • Demonstrated expertise in defining, tracking, and driving improvement across key support metrics (e.g., FCR, CSAT, Initial Response Time).
  • Proven track record of leading, coaching, and motivating global remote teams.
  • Extensive experience working in customer support and managing global support teams.
  • Knowledge of Software as Service (SaaS) Products.
  • Excellent analytical & problem-solving skills.
  • Strong communication skills and interpersonal skills.
  • Relevant understanding of clinical guidelines: ICH-GCP, FDA 21 CFR Part 11, HIPAA.
  • Experience in the life sciences industry.
  • Strong background in developing and implementing Standard Operating Procedures (SOPs).
Benefits
  • Unlimited annual leave with 25-day minimum.
  • Downtime weeks once a quarter for deep focus.
  • AI-first culture providing tools and training.
  • Employee Stock Option Plan (ESOP).
  • Free access to Open Up for mental health and specialized sleep courses.
  • Annual 'Happy Holidays' bonus.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Support toolsAI enablementautomation platformsFCRCSATInitial Response TimeStandard Operating Procedures (SOPs)Software as a Service (SaaS)
Soft Skills
leadershipcoachingteam engagementanalytical skillsproblem-solving skillscommunication skillsinterpersonal skillscustomer empathyaccountabilitycontinuous improvement