RxVantage

Customer Support

• Lead, mentor, and develop a high-performing Customer Support organization.
• Establish a culture of ownership, accountability, and operational excellence.
• Build and maintain onboarding, training, and certification programs to elevate technical proficiency and consistency.
• Define clear roles, escalation paths, performance expectations, and career progression within Customer Support.
• Equip front-line managers to run predictable day-to-day support operations while developing future leaders.
• Own end-to-end support operations across all reactive channels (ticketing, email, chat, phone).
• Standardize ticket intake, triage, prioritization, escalation, and resolution workflows.
• Define and enforce SLAs, service level targets, and incident response procedures.
• Monitor ticket volume, backlog health, aging, and response trends to ensure consistent service delivery.
• Assess current-state processes, design future-state workflows, and implement operational improvements that reduce friction, eliminate redundancy, and support sustainable growth.
• Drive operational rigor that balances speed, quality, and cost-to-serve.
• Implement automation and AI-driven workflows to reduce repetitive and manual support work.
• Develop and execute a knowledge base and self-service strategy that increases ticket deflection.
• Analyze support data to identify recurring issues and partner with Product to eliminate root causes.
• Shift the organization toward proactive issue prevention (reducing inbound demand), not proactive relationship management.
• Continuously evaluate tools, workflows, and documentation to improve efficiency at scale.
• Partner closely with Product to surface trends, defects, and usability issues impacting support volume and customer experience.
• Collaborate with Sales to improve pre-sale expectation setting and post-sale support readiness.
• Serve as the internal voice of support, advocating for product and process improvements that reduce customer friction.
• Ensure clear escalation and communication paths for high-impact customer issues.
• Establish and own Customer Support KPIs, including SLA attainment, First response and resolution times, Backlog health and ticket aging, Escalation rates, CSAT and service quality indicators, Ticket deflection and automation effectiveness.
• Provide regular reporting to leadership on support performance, capacity, risks, and trends.
• Pull, analyze, and interpret call data to identify trends, diagnose performance gaps, and drive staffing, coverage, and workflow decisions.
• Use data to drive staffing models, prioritization, and continuous improvement initiatives.

Director of Customer Support

Business Intelligence Developer

• Partner with key stakeholders
• Collaboratively define success and develop measurement frameworks
• Gather, analyze, and interpret business requirements
• Institute and enforce documentation standards
• Drive consistency in metric names and calculations
• Demonstrate expertise regarding relevant data
• Gain insights into business aspects of life sciences
• Build scalable BI solutions
• Define BI strategy for dashboards
• Create BI roadmaps with Data VP and Data Product Manager

Senior Business Intelligence Analyst

• Analyzing customer use cases and business objectives to inform analytics and BI
• Use data analysis and cross-functional collaboration to deliver data-powered insights and dashboards
• Collecting business requirements and defining metrics and visualizations that meet the business needs
• Delivering internal-facing Tableau dashboards

Business Intelligence Analyst

Security Engineer

• Coordinate people and processes to instill a “security first” mindset
• Lead management of risk and compliance of intellectual property
• Oversee day-to-day network and cyber tool monitoring
• Enforce policies and procedures to ensure compliance with standards
• Implement a security-readiness plan for incident response
• Implement controls and monitoring capabilities for security posture

Director of Customer Support

Senior Business Intelligence Analyst

Business Intelligence Analyst

Director of Information Security