Customer Support Manager

Work ScheduleStandard (Mon-Fri)Environmental ConditionsOfficeJob DescriptionJob DescriptionAs 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 complianceOwn customer escalations and cross-functional resolution, working closely with Sales, Product, and Technical teams to ensure a seamless customer experienceProvide regular performance and customer satisfaction reporting to leadership to enable data-driven decisionsEstablish internal training frameworks and knowledge standards to support consistent, high-quality issue resolutionBuild, lead, and develop a small customer support team, ensuring capability, accountability, and scalability as the organization grows Job DescriptionBachelor’s degree with 3–5 years’ experience in customer support, including 1–2 years in a team lead or supervisory roleProven ability to lead and develop customer support teams, applying best practices to drive service qualityStrong communication, coaching, problem-solving, and decision-making skillsExperience with CRM and customer support systems, with the ability to analyze data and recommend improvementsEffective project management and organizational skills in a fast-paced environmentStrong stakeholder management skills and experience leveraging customer feedback to improve serviceExperience in life sciences or related industries a plus; strong proficiency in MS Office​Working days Sunday - Thursday  Join our team and be part of a world-class organization that is dedicated to making a positive impact on the world. Apply today!