Senior Customer Health Lead – Remote SaaS Support

REALTIME SOFTWARE SOLUTIONS LLC; San Antonio (TX); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Unlimited Paid Time Off

10 paid Holidays

Connectivity stipend

401K matching

Job summary

RealTime eClinical Solutions in the United States is seeking a Customer Health Supervisor to manage day-to-day activities across Tier 1 Support and Tier 2 Product Health. The role emphasizes white-glove service, ownership of cases, and coaching a high-performing team in a remote US setting.

Responsibilities include ensuring timely case progression, SLA adherence, and effective collaboration between support and product teams.

Qualifications

• 3+ years in customer support, operations, or similar with team leadership experience.
• Experience in the clinical research industry, SaaS, or cloud-based software in customer-facing roles.
• Proven ability to deliver a white-glove customer experience with ownership and follow-through.
• Experience overseeing case queues, SLA performance, backlog health, and aging cases.
• Strong written and verbal communication with stakeholders and customers.
• Familiarity with Salesforce, Zendesk, Jira and Microsoft 365.

Responsibilities

• Oversee daily operations across Tier 1 support and Tier 2 product health, ensuring coverage and prioritization.
• Monitor case queues, SLA performance, aging, and backlog health; take action when cases are at risk.
• Lead daily case/workload reviews to identify priorities and blockers.
• Provide coaching and guidance to team members to reinforce quality and execution.
• Ensure communications are timely, accurate, and aligned with standards.
• Escalate appropriately to Customer Escalation Team and coordinate handoffs between teams.
• Identify recurring issues and training needs; elevate trends to leadership.
• Support onboarding and development of the Customer Health team.

Skills

Team leadership

Customer support

SaaS

Communication

Case management

SLA management

Prioritization

Tools

Salesforce

Zendesk

Jira

Microsoft 365

Job description

RealTime eClinical Solutions in the United States is seeking a Customer Health Supervisor to manage day-to-day activities across Tier 1 Support and Tier 2 Product Health. The role emphasizes white-glove service, ownership of cases, and coaching a high-performing team in a remote US setting.

Responsibilities include ensuring timely case progression, SLA adherence, and effective collaboration between support and product teams.