Remote Customer Health Lead - SaaS & Clinical Trials

RealTime Software Solutions, LLC; San Antonio (TX); Remote; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Long-term disability

Life insurance

Unlimited PTO

10 paid holidays

Work anniversary bonus

Connectivity stipend

Job summary

RealTime eClinical Solutions, a remote-driven SaaS provider based in San Antonio, TX, seeks a Customer Health Supervisor to manage Tier 1 and 2 support operations nationwide. You will coach teams, monitor SLAs, and ensure high-touch, personalized service throughout the case life cycle.

Responsibilities include prioritizing workloads, triaging escalations, and collaborating with product health to safeguard customer satisfaction. Remote role with competitive benefits and growth opportunities.

Qualifications

• 3+ years of experience in customer support or operations with team leadership.
• Experience in clinical research industry and trial workflows.
• Experience with SaaS/cloud software in a customer-facing role.
• Proven ability to deliver white-glove customer experience with ownership and follow-through.
• Experience managing case queues, SLA performance, backlog health and aging cases.
• Ability to coach and guide team members for consistent execution.
• Strong written and verbal communication with internal and external stakeholders.
• Experience with Salesforce, Zendesk, Jira and Microsoft 365.

Responsibilities

• Oversee daily operations across Tier 1 and Tier 2 support, ensuring coverage and prioritization.
• Monitor case queues, SLA performance, aging cases and backlog health; take action as needed.
• Lead daily reviews to identify priorities, blockers and escalation needs.
• Provide day-to-day coaching and guidance to team members for quality and accountability.
• Ensure timely and accurate customer communications aligned with standards.
• Ensure processes, workflows, escalation procedures and documentation are followed.
• Escalate and coordinate with Customer Escalation Team on critical cases.
• Foster collaboration between Tier 1 support and product investigation.
• Identify recurring issues and surface training needs to leadership.
• Support onboarding and development of the Customer Health team.

Skills

Team leadership

SaaS/cloud experience

Clinical research knowledge

White-glove service

Case management

Escalation management

Communication skills

Salesforce

Zendesk

Jira

Microsoft 365

Tools

Salesforce

Zendesk

Jira

Microsoft 365

Job description

RealTime eClinical Solutions, a remote-driven SaaS provider based in San Antonio, TX, seeks a Customer Health Supervisor to manage Tier 1 and 2 support operations nationwide. You will coach teams, monitor SLAs, and ensure high-touch, personalized service throughout the case life cycle.

Responsibilities include prioritizing workloads, triaging escalations, and collaborating with product health to safeguard customer satisfaction. Remote role with competitive benefits and growth opportunities.