Customer Support Manager

Job Description

Manager, Customer Support Anju Software | Remote

About Anju Software

Anju Software provides purpose-built technology solutions that power the clinical trial and life sciences industry. Our platforms support the full spectrum of study execution — from site and data management to regulatory compliance — enabling sponsors, CROs, and sites to operate with greater speed and confidence. We are committed to continuous innovation, including the thoughtful integration of AI into how we build, deliver, and support our products.

The Role

Anju Software is seeking an experienced, operationally excellent Manager of Software Support to lead a geographically distributed team responsible for the end-to-end resolution of Tier 1–3 support tickets across our clinical trial software portfolio.

This is a leadership role for someone who combines deep support operations expertise with a genuine enthusiasm for AI-augmented workflows. You will be responsible for the performance, development, and day-to-day management of your team, while also driving continuous improvement in how support is delivered — leveraging modern AI tools to increase resolution speed, reduce repetitive burden on analysts, and elevate the quality of every customer interaction.

What You'll Do

Team Leadership & Performance

• Lead, mentor, and develop a distributed support team across multiple time zones, fostering a culture of accountability, collaboration, and customer empathy
• Manage staffing, scheduling, and capacity planning to ensure consistent SLA adherence across Tier 1, 2, and 3 support queues
• Conduct regular 1:1s, performance reviews, and career development conversations to grow team capability over time
• Serve as an escalation point for complex or sensitive customer issues, driving resolution with urgency and professionalism

Support Operations

• Own SLA performance across all severity levels; monitor KPIs including response time, resolution time, ticket reopen rates, and customer satisfaction
• Oversee the full ticket lifecycle in Jira — from intake and triage through escalation, resolution, and closure — ensuring accurate classification, documentation, and routing
• Partner with Engineering, Project Management, and Quality teams when tickets require cross-functional escalation or reveal systemic product issues
• Maintain and improve internal knowledge base content, response playbooks, and escalation procedures

AI-Forward Operations

• Champion the use of AI tools — including Claude Cowork and ChatGPT — to streamline support workflows, accelerate ticket research, and assist analysts in drafting high-quality customer communications
• Identify opportunities to apply AI-assisted triage, response suggestion, and knowledge retrieval to reduce mean time to resolution
• Establish team norms and guardrails for responsible, effective AI tool use in a regulated clinical environment
• Stay current on emerging AI capabilities relevant to support operations and bring well-reasoned recommendations to leadership

Process Improvement & Reporting

• Perform regular trend analysis on ticket volume, severity patterns, and recurring issues; surface insights to Engineering and Product to inform roadmap prioritization
• Prepare and present support performance reports to senior leadership on a recurring basis
• Drive continuous improvement initiatives that measurably improve team efficiency and customer outcomes

What You Bring

Required

• 5+ years of experience in software support, technical customer success, or a related field, with at least 2 years in a people management role
• Demonstrated ability to lead and develop distributed or remote teams across geographies and time zones
• Hands-on experience with Jira or a comparable ticketing and workflow platform
• Strong analytical skills — comfortable working with support metrics, identifying trends, and presenting data-backed recommendations
• Excellent written and verbal communication skills; able to translate technical issues for non-technical stakeholders and vice versa
• A genuine, working familiarity with AI tools (ChatGPT, Claude, or similar) and a practical understanding of how they can be applied in a support context

Preferred

• Experience supporting software used in clinical trials, life sciences, or a regulated healthcare environment
• Familiarity with clinical trial concepts, terminology, or software categories (EDC, CTMS, eTMF, randomization, etc.)
• Experience designing or refining support SLAs and escalation frameworks
• Exposure to CAPA processes or quality management systems

Tools You'll Use Daily

• Jira — Ticket management, workflow automation, SLA tracking, and reporting
• Claude Cowork — AI-assisted task automation, document drafting, and workflow support
• ChatGPT — Research assistance, response drafting, and knowledge synthesis
• Microsoft 365 — Communication, documentation, scheduling, and reporting (Teams, Outlook, Excel, Word, PowerPoint)

Why This Role, Why Now

The support function at Anju is undergoing a deliberate transformation — moving from a reactive, ticket-by-ticket model toward a proactive, AI-augmented operation that resolves issues faster, prevents recurrence, and allows our team members to spend their energy on work that genuinely requires human judgment. The person in this role will help build that future, not just manage the present.

If you are energized by leading teams, improving systems, and finding thoughtful ways to apply AI to real operational challenges — in an industry where the software you support matters to patients — this is the role for you.

What We Offer

• Competitive base salary and performance bonus
• Comprehensive health, dental, and vision benefits
• Flexible remote work environment
• Professional development support, including access to AI and clinical technology learning resources
• A collaborative, mission-driven culture focused on innovation in life sciences

Anju Software is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.