Senior Manager of Customer Support, Castor
(US)
Offers Employee Stock Option Plan
Clinical trials platform
Be an early applicant
Clinical trials platform
201-500 employees
Be an early applicant
Offers Employee Stock Option Plan
201-500 employees
Company mission
To solve the world’s healthcare challenges with research data.
Role
Who you are
- You are passionate about coaching global, remote teams and thrive on fostering a culture of accountability, excellence, and high engagement across multiple time zones
- You have a keen interest in the intersection of support and technology, constantly seeking ways to implement AI enablement and automation to resolve issues before they escalate
- You enjoy working cross-functionally with Product and Engineering teams, acting as the voice of the customer to bridge technical gaps and improve the overall user journey
- You bring a hands-on, agile approach to problem-solving, whether you're managing complex global partnerships or refining internal SOPs
- A proven track record of managing high-performing Technical Support teams in a global, 24/7 remote environment
- Deep experience in the SaaS industry, ideally with a background in Life Sciences and familiarity with clinical guidelines
- Proficiency in Zendesk and AI/automation platforms, with the ability to evolve these tools for process efficiency at scale
- Strong background in developing SOPs and technical work instructions within a Quality and Information Security Management System
What the job involves
- As a Senior Manager, Customer Support, you are responsible for the strategic leadership and management of a global team of Technical Customer Support Specialists
- You are primarily accountable for ensuring we provide a support experience that exceeds all customer satisfaction and operational metrics at scale
- By blending human empathy with cutting-edge AI automation, you will directly impact the success of clinical trials and ensure the highest standards of data integrity and security for our global partners
- You’ll identify and implement opportunities for AI enablement and automated support (like AI Voice) to resolve customer inquiries efficiently
- You will own and evolve our relationships with key partners for tooling, phone support/device provisioning, and our AI automation vendors
- You will own the Support team’s KPIs, analyzing metrics like Initial Response Time, FCR, and CSAT to identify strategic gaps and lead initiatives to close them
- You’ll collaborate cross-functionally with Product, Engineering, and Customer Success to advocate for customer needs and influence the product roadmap
- You’ll define and maintain the SOPs, work instructions, and technical collateral that allow our support operations to scale smoothly and securely
- You will lead, coach, and mentor a team of Technical Customer Support Specialists, ensuring high engagement and a consistent service experience
Our take
Castor’s cloud-based clinical data management platform allows clinical trials to be carried out faster and in a more decentralised and patient-focused manner. Some of the biggest roadblocks to successful clinical trials are the length of time they can take, a lack of diversity in participants, and a simple shortage of trial subjects. Castor’s tech allows researchers to overcome these obstacles by more easily capturing and integrating data.
Castor, along with other med tech startups like Thread and Florence garnered praise during 2020 as a lot of medical research transitioned to virtual. In a clinical trials market that’s worth over $40 billion worldwide and still growing, the fact that Castor counts the WHO in its customer base is encouraging.
Backed by Eight Roads Ventures and F-Prime Capital, Castor is aiming to use its funding round to continue product development, data gathering, and increase its manpower, with a view to expanding operations beyond the US and into Asia.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jul 2021
$45m
SERIES B
Aug 2020
$12m
SERIES A
Total funding: $64.5m
Company benefits
- Unlimited annual leave, plus national holidays per location. Minimum of 25 PTO days per year to be taken.
- Access to Calm App
- Quarterly downtime weeks
- Bi-weekly virtual meditation sessions
- Virtual company events
- Sleeping courses
- A ‘wellbeing boost slack channel
- Access to a company coach
- A 24/7 accessible ‘getting things done’ workshop
- An annual €750 credit allowance in Learnerbly
- An annual €750 (or the currency equivalent) to spend on professional development
- Quarterly alignment cycle promoting open feedback through Leapsome
- Access to Appical which supports an amazing remote onboarding journey
- Ensuring you have the best possible remote working setup
- Work remotely or from a Castor office location near you
- A focus on agile and flexible working
- A Mac or Dell laptop
- Personal IT support and setup on your first day
- Access to professional tools including G-Drive, Zoom, Miro, Slack, Confluence, ProductBoard, Figma, Jira, and Asana
- Internal communication and meeting guidelines to support asynchronous communication
Company HQ
Hudson Square, New York, NY
Leadership
Derk Arts
(Founder & CEO)Has over fifteen years of experience in medicine, research and technology.
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