Customer Support Manager - Life Science SaaS - Remote

Overview

The Customer Support Manager will play a key role in ensuring customer success in the life sciences SaaS industry, focusing on troubleshooting and implementation support.

In Short

• Ownership of Kivo’s support process and product knowledge base.
• Provide support to customers via email, chat, and ticketing systems.
• Troubleshoot and diagnose technical problems.
• Maintain a strong understanding of Kivo’s platform.
• Document common issues and solutions.
• Track and analyze customer feedback.
• Assist in onboarding new customers.
• Conduct data migrations and perform QC of documents.
• Collaborate with Implementation and Customer Success teams.
• Gather customer requirements for platform enhancements.

Requirements

• 5+ years of experience in customer support or software implementation.
• 2+ years of experience in life sciences software.
• Strong problem-solving skills.
• Excellent communication skills.
• Experience with ticketing/support systems.
• Basic knowledge of SaaS platforms.
• Familiarity with life sciences industry standards is a plus.
• Ability to manage multiple tasks effectively.
• Comfortable working cross-functionally.

Benefits

• Opportunity to work in a fast-paced environment.
• Develop skills in technical support and software implementation.
• Work remotely with a focus on customer success.