Customer Health Supervisor

RealTime eClinical Solutions

. Oversee daily operations across Tier 1 Customer Support and Tier 2 Product Health .

Posted 10/17/2026full-timeRemote • United StatesMid-LevelSenior💰 $80,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in overseeing customer support operations, ensuring effective workload distribution, and maintaining high standards of case quality and customer communication. Proficient in coaching and developing team members while identifying operational risks and improving service delivery in a clinical research environment.

Highest-signal resume keywords

Customer Support LeadershipSaaS Support ExperienceClinical Research OperationsCase Quality AssuranceSalesforce Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workload DistributionSLA Performance MonitoringCase TriageCustomer Escalation ManagementQuality AssuranceOperational ExcellenceCase Aging ManagementCustomer Communication AuditsTraining Needs IdentificationCustomer Advocacy

Soft Skills

Strong Communication SkillsOrganizational SkillsPrioritization SkillsCoaching and FeedbackAttention to Detail

Tools & Technologies

SalesforceZendeskJiraMicrosoft OfficeMicrosoft 365CTMSERegulatoryESourceEConsentAI and Automation Tools

Industry Keywords

Clinical ResearchCustomer OperationsTechnical SupportCustomer-Facing EnvironmentWhite-Glove Customer ExperienceHealthcare Technology SolutionsCustomer Health ManagementOperational RisksEmerging Customer IssuesCustomer Service Efficiency

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Oversee daily operations across Tier 1 Customer Support and Tier 2 Product Health
Ensure appropriate coverage, workload distribution, and prioritization
Monitor case queues, SLA performance, follow-up compliance, aging cases, and backlog health
Lead daily case and workload reviews to identify priorities, blockers, and cases needing attention
Coach, guide, and support team members to reinforce quality, accountability, and consistent execution
Monitor case quality and ensure customer communications are timely, accurate, meaningful, and aligned with standards
Ensure processes, workflows, escalation procedures, and documentation standards are followed
Identify cases requiring escalation and ensure proper triage and handoff to the Customer Escalation Team
Coordinate effective collaboration and information flow between Tier 1 support and Tier 2 product investigation
Identify operational issues, training needs, and workflow gaps and escalate trends to the Customer Health Manager
Support onboarding, training, and development of Customer Health team members
Provide the Customer Health Manager visibility into operational risks, performance gaps, workload concerns, and emerging customer issues

Requirements

What you’ll need

3+ years of experience in customer support, customer operations, technical support, or a similar customer-facing environment
Demonstrated experience providing day-to-day team leadership or supervision
Experience working within the clinical research industry, including clinical trial operations, workflows, and customer needs
Experience supporting SaaS or cloud-based software solutions in a customer-facing environment
Experience delivering and reinforcing a white-glove customer experience
Experience overseeing case or ticket queues, workload distribution, SLA performance, backlog health, and aging cases
Experience providing coaching, feedback, and day-to-day guidance to team members
Ability to recognize customer risk and escalation triggers, triage issues, and engage appropriate resources
Strong written and verbal communication skills
Strong organizational and prioritization skills
Demonstrated commitment to customer advocacy, accountability, attention to detail, and operational excellence
Experience with Salesforce, Zendesk, and Jira
Intermediate proficiency with Microsoft Office and Microsoft 365 applications
All successful candidates must complete and pass reference and background checks
Desired salary must be indicated for the application to be considered
Must verify identity and eligibility to work in compliance with federal law
Experience supporting clinical research technology, eClinical software, or healthcare technology solutions
Working knowledge of CTMS, eRegulatory, eSource, eConsent, or other clinical trial technologies
Previous team lead, supervisor, or frontline leadership experience within a customer-facing or technical organization
Experience with case quality reviews, quality assurance, or customer communication audits
Experience monitoring and improving SLA attainment, response times, case aging, backlog health, and CSAT
Experience with customer escalations and effective handoffs
Experience working across Tier 1 customer support and Tier 2 technical or product-focused teams
Experience identifying case trends, recurring customer issues, and training opportunities
Familiarity with AI, automation, or other technology used to improve customer service and operational efficiency

Benefits

Comp & perks

Health insurance
Long-term disability insurance
Life insurance
Unlimited Paid Time Off
10 paid Holidays
Paid Parental Leave
Work Anniversary Bonus
Participation in the Employee of the Quarter Program
Monthly $100 Connectivity Stipend Reimbursement
401(k) matching: 100% of the first 3% invested and 50% of the next 2%