Remote Customer Health Supervisor

REALTIME SOFTWARE SOLUTIONS LLC; Oregon; Hybrid; USD 85,000 - 125,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

10 paid holidays

Parental leave

Connectivity stipend

Job summary

RealTime eClinical Solutions in the United States is seeking a Customer Health Supervisor to oversee day-to-day operations across Tier 1 support and Tier 2 product health in a remote environment. You will ensure timely, personalized communication and ownership throughout the case life cycle.

This role requires mentoring teams, managing case queues and SLAs, coaching staff, and aligning with the Customer Health Manager on processes and escalation.

Qualifications

• 3+ years of experience in customer support or customer operations with leadership
• Experience in clinical research or healthcare technology environments
• Experience supporting SaaS or cloud-based software in a customer-facing role
• Proven ability to deliver a white-glove customer experience with ownership and follow-through
• Experience managing case/ticket queues, SLA performance, and backlog health
• Experience coaching and guiding team members to improve execution
• Strong written and verbal communication skills for customers and internal stakeholders
• Ability to recognize customer risk and escalate appropriately
• Experience with Salesforce, Zendesk, Jira, and Microsoft 365

Responsibilities

• Oversee daily operations across Tier 1 and Tier 2 support areas
• Monitor case queues, SLA performance, aging cases, and backlog health
• Lead daily case reviews to set priorities and remove blockers
• Provide coaching and guidance to team members
• Ensure timely, accurate, and meaningful customer communications
• Ensure processes and escalation procedures are followed
• Escalate cases to Customer Escalation Team when needed
• Foster collaboration between Tier 1 and Tier 2 teams
• Identify recurring issues and escalate trends to leadership
• Support onboarding and development of team members
• Provide visibility into risks, gaps, and issues to the Customer Health Manager

Skills

Team leadership

SaaS experience

White-glove service

Communication

Case management

coaching

Clinical research knowledge

Salesforce

Zendesk

Jira

Microsoft 365

AI / automation familiarity

Tools

Salesforce

Zendesk

Jira

Microsoft 365

Job description

RealTime eClinical Solutions in the United States is seeking a Customer Health Supervisor to oversee day-to-day operations across Tier 1 support and Tier 2 product health in a remote environment. You will ensure timely, personalized communication and ownership throughout the case life cycle.

This role requires mentoring teams, managing case queues and SLAs, coaching staff, and aligning with the Customer Health Manager on processes and escalation.