Castor

Senior Manager – Customer Support

Castor

full-time

Posted on:

Location Type: Remote

Location: Mexico

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Job Level

Senior

About the role

  • Lead, coach, and develop a global team of Technical Customer Support Specialists.
  • Serve as the primary escalation point for complex customer issues.
  • Own and evolve global partnerships managing support services.
  • Manage team engagement and productivity across multiple time zones.
  • Drive improvements by analyzing global KPIs.
  • Identify and implement AI enablement for support.
  • Accountability for customer SLAs.
  • Collaborate cross-functionally with Product, Engineering, and Implementation teams.
  • Champion a culture of customer empathy and continuous improvement.
  • Define, develop, and maintain SOPs and related collateral.
  • Adhere to HIPAA regulations and company policies regarding confidentiality.

Requirements

  • Deep technical proficiency in Customer Support tools and technologies.
  • Demonstrated expertise in support metrics and SLAs.
  • Proven track record in leading remote teams.
  • Extensive experience in customer support.
  • Knowledge of Software as Service (SaaS) Products.
  • Excellent analytical and problem-solving skills.
  • Strong business judgment and presentation skills.
  • Collaborative and agile approach to team leadership.
  • Strong communication and interpersonal skills.
  • Relevant understanding of clinical guidelines.
  • Experience in the life sciences industry.
  • Background in developing and implementing SOPs.
  • Familiarity with information security and quality management systems.
Benefits
  • Unlimited annual leave with 25-day minimum.
  • Downtime weeks every quarter for deep focus.
  • AI-first culture with training and tools.
  • Employee Stock Option Plan (ESOP).
  • Free access to Open Up for mental health courses.
  • Specialized sleep courses included.
  • Budget for home office setup.
  • Annual
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Support toolssupport metricsSLAsSaaS Productsanalytical skillsproblem-solving skillsSOPsinformation securityquality management systems
Soft Skills
team leadershipcommunication skillsinterpersonal skillsbusiness judgmentpresentation skillscollaborative approachagile approachcustomer empathycontinuous improvement