Customer Support Manager in Raleigh, North Carolina

Customer Support Manager

At Ascent, we partner with some of the fastest-growing technology companies in the world - businesses whose innovative technologies have the potential to drive meaningful change and tackle some of society's most significant challenges. We are currently seeking a Customer Support Manager for our business partners nded in Denmark in 2014, Eupry is redefining how leading life science companies validate, monitor, and document temperature and humidity.

Through their Compliance as a Service model, Eupry replaces outdated legacy systems with a fully digital, IoT-driven approach, and is the first in the world to offer continuous temperature mapping across warehouses, transport, and production environments.

As Eupry's customer base grows globally, so does the need for a support function that can scale intelligently. This is a leadership role with a clear mandate: set the direction for how Eupry delivers customer support, build the processes and tools to do it well, and use AI-enabled solutions to stay ahead of volume and complexity. You will own the support experience end to end - from ticket resolution to the systems and workflows that make it possible.

• Shape the Function:
  This is not a role where you inherit a playbook. You play a central part in defining what great customer support looks like  processes, the priorities, the tools, and the team culture. You have real ownership and the mandate to build it your way.
• Lead with AI: Eupry is serious about using AI to transform how support operates. You get to identify, implement, and iterate on AI-driven solutions for ticket handling, knowledge management, and proactive support - not as a side project, but as a core part of how the function is built.
• Regulated, High-Stakes Domain: Eupry's clients operate in pharmaceutical and life science environments where uptime and accuracy are non-negotiable. You work with customers who care deeply about quality, and who notice the difference between generic support and a team that understands their world.

• Own and develop Eupry's customer support function, setting the strategic direction for how support is structured, measured, and delivered across markets.
• Lead and develop the support team, ensuring the right competencies, workflows, and culture are in place to deliver a consistently excellent customer experience.
• Identify, implement, and continuously improve AI-enabled tools and workflows for ticket management, self-service, and proactive support.
• Establish and maintain support processes and escalation paths that align with the expectations of regulated life science customers.
• Serve as the voice of the customer internally, translating support trends, friction points, and recurring issues into actionable insights for Eupry's product and engineering teams.
• Collaborate cross-functionally with Customer Success, Professional Services, and the commercial organization to ensure a seamless end-to-end client experience.
• Track, report, and act on key support metrics, using data to drive continuous improvement and to demonstrate the value of the support function to the wider business.