Customer Support Lead (Remote)

Summary:
We are looking for a Customer Support Lead (Senior Manager / Director) with 3-5+ years of experience in customer support, customer experience, technical support, or account management in the SaaS industry. The role will be Senior Manager / Director, depending on the experience.

About you:
The ideal candidate will have several years of experience managing a customer and/or technical support team, in addition to experience as an individual team member managing tickets and ticketing queues. The individual has a customer-centric mindset with a passion for customer support, and is excited by achieving high performance KPIs with queue management (e.g., reducing ticket close times, driving higher CSAT, etc.). The ideal candidate has a hands on mindset and will individually address customer support inquiries while managing the team. A background in customer service, technical support, or customer experience in the SaaS industry is required.
The ideal candidate should be a self-starter with a proven track record of driving customer engagement. You should be highly driven and able to thrive and prioritize correctly in a fast-paced environment. You should be software technology savvy, data driven, and able to liaise between the customers and internal stakeholders to share feedback and resolve any issues. Most importantly, you should be customer obsessed and passionate about the opportunity of using software to streamline and transform the way research outsourcing is conducted to enable breakthrough scientific discoveries.

About the role:

• Lead and manage a team (5+) customer support team, provide guidance, support, and ongoing training, mentoring, and coaching to drive team success and performance.
• Own our Customer Support ticketing queues (in Salesforce), where you’ll provide support to requesters and suppliers in a timely manner with high quality and a customer centric approach
• Act as a main point of issue escalation for complex customer problems, troubleshoot issues, and resolve them in a timely manner
• Triage and manage incoming customer support tickets in the queues, this role will spend time both addressing tickets individually and managing the team
• Collaborate with all cross-functional teams, including product and engineering, to report and resolve technical issues.
• Continuously improve processes and workflows to enhance team efficiency, performance, and customer satisfaction (CSAT).
• Develop and maintain knowledge base resources and documentation for internal use, including training and customer support process documentation.
• Monitor and improve customer support metrics and KPIs to identify trends, opportunities for improvement, and ways to improve the customer experience.
• Collaborate with the revenue, operations, legal, and implementation teams to ensure stellar post-onboarding experience for new customers.
• Stay up to speed with industry trends and best practices in customer support and SaaS platforms.
• Document all customer interactions and resolutions in Salesforce.
• Become an expert on Science Exchange product and be able to efficiently resolve technical issues and train users on newly released features.
• Delegate tasks effectively, considering individual team members’ strengths and development areas

Specific qualifications & requirements:

• B.S. degree in a STEM field required
• 3-5+ years of experience in customer-facing roles, including but not limited to, customer service, customer experience or technical support in the SaaS or life science industries
• Salesforce admin preferred
• Experience managing a small team of direct reports
• Passionate about a customer and technical support career
• Proficiency in JIRA
• Experience implementing automation-based improvements to customer support workflows and technology
• Strong verbal and written communications skills
• Attention to detail and ability to work simultaneously on multiple priorities
• Adaptability and flexibility to changing priorities
• US-based business hours
• Familiarity with biopharma operations, drug discovery and development, and the R&D outsourcing market nice to have

The US-based salary range for this full-time position is $130,000-$150,000. Our salary ranges are determined by the role and seniority level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay can be determined by additional factors including, but not limited to, job-related skills, experience, and relevant education and/or training.
Please note that the compensation details listed in US-based postings reflect the base salary only. Incentive compensation and health, dental and vision benefits are also offered for all US-based roles.

Ready to join us?
Science Exchange is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

About Science Exchange:
Science Exchange is the first procurement and supplier orchestration cloud software platform for life sciences companies. The platform digitizes and streamlines complex procurement workflows spanning the entire purchasing lifecycle, from vendor and product discovery through purchasing and payment. Many of the world’s top pharma and biotech organizations rely on Science Exchange to help accelerate their research, automate manual processes, and advance their programs faster. For additional information on Science Exchange, please visit www.scienceexchange.com.

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