Customer Support Manager (remote: CET ±3 Hours) - Remote Eligible

Customer Support Manager

Join Cyntegrity, one of the leading clinical trial risk management technology providers in the industry. We're proud of our bespoke and highly rated MyRBQM® Portal and MyRBQM® Academy brands. If you want to join a rapidly expanding organization, if you have a growth mindset and looking for an exciting, dynamic, and pioneering position for the healthcare industry, then this is a great opportunity for you.

Our highly innovative and international team is searching for the Customer Support Manager.

The Customer Support Manager (CSM) is the go-to person for resolving customer issues, triaging tickets, and ensuring that every interaction is handled with empathy, efficiency, and a solid understanding of the product and clinical trial environment.

Key Responsibilities

• Own and manage the entire support ticketing process: intake, prioritization, response, resolution, and escalation.
• Collaborate closely with internal teams (Product, R&D, QA) to resolve complex technical issues.
• Analyze recurring issues and contribute to product and process improvements.
• Build and maintain knowledge base content, FAQs, and support documentation.
• Set KPIs and track metrics to improve support response time and satisfactory outcomes.
• Provide occasional customer-facing sessions to explain troubleshooting steps or walk through key platform functionalities.

Essential Criteria

Education

• A bachelor's degree with an advanced degree in life sciences, data management, or engineering.

Experience/Skills

• 3+ years of experience in a customer support or technical support role within a SaaS or software company.
• Strong technical background: ability to understand system logs, APIs, and application behavior; ideally experience with platforms in a regulated or healthcare-related field.
• Experience working with setting up and managing ticketing systems.
• Understanding of clinical trials, GxP compliance, or pharmaceutical industry processes is a big plus.
• Excellent problem-solving and communication skills, with the ability to connect with a wide range of team members and translate complex processes into clear, easy-to-understand steps.
• Highly organized, with strong attention to detail and follow-through.
• Empathetic and customer-centric mindset.
• Fluency in English (written and verbal)

Compensation

• Full-time employment
• Competitive salary
• Remote work

About Cyntegrity

We support sponsors and CROs with clinical trial risk management technology and related educational programs to bring therapies to market faster, safer, and cheaper. Cyntegrity is a fast-growing scale-up company staffed by an international team of industry experts. We strive to become the first-choice provider of specialized cloud and SaaS solutions for ICH GCP E6(R3) compliant risk-based quality management and clinical research. Learn more about us and our MyRBQM® Portal and MyRBQM® Academy brands here: www.cyntegrity.com

If this is a position of your interest, and you would like to know more or have any additional questions, please submit your application.