Customer Health Supervisor

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Full Time Remote, US

Salary Range: $80,000.00 To $90,000.00 Annually

“Be part of a company that is influential and the standard for a rapidly evolving industry!”

Real Time eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.

Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based in San Antonio, TX, but are truly a remote and telecommuting company.

Applicants must meet all minimum qualifications and required experience outlined in this posting to be considered for the position.

A dynamic Customer Health Supervisor to handle the day-to-day execution of the Customer Health operation across Tier 1 Customer Support and Tier 2 Product Health. This role ensures customer cases are progressing, service expectations are met, work is appropriately prioritized, and team members have the direction and coaching needed to consistently execute established processes.

The Supervisor is responsible for reinforcing a white-glove customer experience, ensuring customers receive timely, personalized, and meaningful communication with clear ownership and follow-through throughout the life cycle of the case.

The Supervisor serves as the frontline operational leader, translating the processes, standards, and priorities established by the Customer Health Manager into consistent daily execution

• Oversee daily operations across Tier 1 Customer Support and Tier 2 Product Health, ensuring appropriate coverage, workload distribution, and prioritization.
• Monitor case queues, SLA performance, follow-up compliance, aging cases, and backlog health, taking 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 they are properly triaged and handed off to the Customer Escalation Team for ongoing escalation management.
• Ensure Tier 1 and Tier 2 work together effectively, with appropriate information and context flowing between customer support and product investigation.
• Identify recurring operational issues, training needs, or workflow gaps and elevate those trends to the Customer Health Manager.
• Support onboarding, training, and development of Customer Health team members.
• Provide the Customer Health Manager with visibility into operational risks, performance gaps, workload concerns, and emerging customer issues.

• 3+ years of experience in customer support, customer operations, technical support, or a similar customer-facing environment, with demonstrated experience providing day-to-day team leadership or supervision.
• Experience working within the clinical research industry, with an understanding of clinical trial operations, workflows, and customer needs.
• Experience supporting SaaS or cloud-based software solutions in a…