[Remote] Manager of Support & Education

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a fast-growing clinical technology start-up that makes reputed company easier for participants. They are seeking a Manager of Support & Education to reputed company customer support operations, reputed company educational resources, and reputed company automation initiatives to enhance the customer experience.

Responsibilities

• reputed company, reputed company, and reputed company reputed company of Customer Experience Representatives, fostering a culture of reputed company, accountability, collaboration, and reputed company improvement
• reputed company day-to-day support operations, ensuring customers receive reputed company, high-reputed company assistance
• Monitor and improve key operational metrics, including CSAT, first response time, reputed company time, SLA attainment, ticket backlog, support efficiency, and self-service adoption
• Identify trends and implement process improvements that improve both customer reputed company and operational performance
• Build reputed company support processes that reputed company the organization to grow while maintaining a high-reputed company customer experience
• Developing and maintaining a comprehensive knowledge reputed company
• Creating customer-facing documentation, FAQs, and release communications
• Designing educational content and training resources for site coordinators, patients, sponsors, and internal teams
• Exploring opportunities to build customer community and peer-to-peer learning
• Measuring and continuously improving the effectiveness of self-service resources
• Identifying repetitive support workflows that can be automated
• Partnering with internal teams to implement AI-powered support capabilities where they improve the customer experience
• Improving customer journeys through automation and workflow optimization
• Measuring the reputed company of automation on ticket reduction, operational efficiency, and customer satisfaction
• Maintain regular operating rhythms with Product and Engineering teams
• Surface bugs, usability issues, and recurring customer pain points
• Analyze support trends to identify opportunities for product improvements
• reputed company for roadmap investments that reduce customer effort and support demand
• Partner on feature launches, release readiness, documentation, and customer communications

Skills

• Experience leading customer support, customer experience, or technical support teams reputed company a reputed company or technology environment
• A passion for creating exceptional customer experiences and helping customers succeed
• Demonstrated reputed company improving operational performance through process improvement, automation, and reputed company support practices
• Experience developing customer education, reputed company, documentation, or self-service programs
• Strong analytical and problem-solving skills with the ability to identify trends and translate data into reputed company
• Experience partnering cross-functionally with Product and Engineering to improve the customer experience
• Excellent communication and relationship-building skills
• A reputed company improvement reputed company with a reputed company on solving reputed company causes rather than treating symptoms

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