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RealTime eClinical Solutions is a rapidly growing SaaS technology company providing comprehensive software solutions to the clinical research industry. The company is based in San Antonio, TX but operates as a fully remote organization.
You will serve as a dynamic Customer Health Supervisor overseeing day-to-day operations across Tier 1 Customer Support and Tier 2 Product Health. This is a frontline operational leadership role responsible for translating processes, standards, and priorities into consistent daily execution while reinforcing a white-glove customer experience.
Key responsibilities include:
- Oversee daily operations across Tier 1 and Tier 2 teams, ensuring appropriate coverage, workload distribution, and prioritization
- Monitor case queues, SLA performance, follow-up compliance, aging cases, and backlog health, taking corrective action when cases are at risk
- Lead daily case and workload reviews to identify priorities, blockers, and cases requiring additional attention
- Provide day-to-day coaching, guidance, and support to team members to reinforce quality, accountability, and consistent execution
- Monitor case quality and ensure customer communications are timely, accurate, meaningful, and aligned with established standards
- Ensure established processes, workflows, escalation procedures, and documentation standards are consistently followed
- Identify cases requiring escalation and ensure proper triage and handoff to the Customer Escalation Team
- Ensure effective collaboration between Tier 1 and Tier 2 teams with appropriate information flow
- Identify recurring operational issues, training needs, or workflow gaps and escalate trends to the Customer Health Manager
- Support onboarding, training, and development of Customer Health team members
- Provide visibility into operational risks, performance gaps, workload concerns, and emerging customer issues
Requirements:
- 3+ years of experience in customer support, customer operations, technical support, or similar customer-facing environment with demonstrated day-to-day team leadership or supervision experience
- Experience working within the clinical research industry with understanding of clinical trial operations, workflows, and customer needs
- Experience supporting SaaS or cloud-based software solutions in a customer-facing environment
- Demonstrated ability to deliver and reinforce white-glove customer experience with emphasis on personalized communication, ownership, responsiveness, and follow-through
- 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
- Strong ability to recognize customer risk and escalation triggers, appropriately triage issues, and engage appropriate resources
- Strong written and verbal communication skills with ability to communicate professionally with customers and internal stakeholders
- Strong organizational and prioritization skills with ability to manage multiple customer issues, changing priorities, and time-sensitive work
- Demonstrated commitment to customer advocacy, accountability, attention to detail, and operational excellence
- Experience with customer support and work-management platforms such as Salesforce, Zendesk, and Jira
- Intermediate proficiency with Microsoft Office and Microsoft 365 applications
Desirable qualifications:
- Experience supporting clinical research technology, eClinical software, or healthcare technology solutions
- Working knowledge of clinical research workflows and systems such as CTMS, eRegulatory, eSource, eConsent, or other clinical trial technologies
- Previous experience in a team lead, supervisor, or frontline leadership role within customer-facing or technical organization
- Experience with case quality reviews, quality assurance, or customer communication audits
- Experience monitoring and improving operational metrics such as SLA attainment, response times, case aging, backlog health, and customer satisfaction (CSAT)
- Experience working with customer escalations
- 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
