Customer Support Manager

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

As a Customer Support Manager you will play a key role in ensuring exceptional customer experience related to purchasing and collection, service coordination, and solution identification. You will develop the physical and digital infrastructure, including process development, through cross functional collaboration with other operational and customer facing teams. Your leadership will be crucial in maintaining high levels of customer satisfaction, resolving complex issues, and contributing to the success of our customer support operations. This role offers the opportunity to drive customer satisfaction and loyalty while building leadership capability in a dynamic, science-driven organization.

Key Responsibilities:

• Design, build, and scale the customer support infrastructure and processes, including policies, workflows, tools, and KPIs.
• Operate and continuously improve customer support performance, monitoring metrics, identifying trends, and driving service quality, efficiency, and compliance
• Own customer escalations and cross-functional resolution, working closely with Sales, Product, and Technical teams to ensure a seamless customer experience
• Provide regular performance and customer satisfaction reporting to leadership to enable data-driven decisions
• Establish internal training frameworks and knowledge standards to support consistent, high-quality issue resolution
• Build, lead, and develop a small customer support team, ensuring capability, accountability, and scalability as the organization grows
• Bachelor’s degree with 3–5 years’ experience in customer support, including 1–2 years in a team lead or supervisory role
• Proven ability to lead and develop customer support teams, applying best practices to drive service quality
• Strong communication, coaching, problem-solving, and decision-making skills
• Experience with CRM and customer support systems, with the ability to analyze data and recommend improvements
• Effective project management and organizational skills in a fast-paced environment
• Strong stakeholder management skills and experience leveraging customer feedback to improve service
• Experience in life sciences or related industries a plus; strong proficiency in MS Office
• Working days Sunday - Thursday