Customer Support Manager

Ascent Consulting Group

Raleigh, NC

Full-time

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Skills

Customer Support Leadership SaaS Support Strategy Team Leadership/Development AI-Enabled Support Tooling Process/Workflow Design Escalation Path Design Knowledge Base Building Support Metrics/Reporting Regulated/Compliance Customer Support Cross-functional Collaboration

About the role

Ascent Consulting Group is hiring a Customer Support Manager for client Eupry, a Denmark-founded life-science compliance/IoT monitoring company. Onsite in Raleigh, NC. Leadership role owning support strategy, team development, AI-enabled tooling, and process building for regulated (life science) customers.

Requirements

Clear point of view on excellent SaaS customer support and ability to set direction for a team
Understanding of regulated (life science/GxP-adjacent) customer environments
Curiosity and initiative to implement AI-driven support tooling
Experience designing support workflows, escalation logic, knowledge bases, and metrics
Entrepreneurial mindset, comfortable owning a function end-to-end in a scaleup

What you'll do

Own and develop the customer support function strategy across markets
Lead and develop the support team, ensuring right competencies and culture
Identify, implement, and improve AI-enabled tools for ticketing, self-service, and proactive support
Establish support processes and escalation paths for regulated life science customers
Serve as voice of the customer internally to product/engineering
Track and report on key support metrics

Where this was posted

linkedin
https://linkedin.com/jobs/view/4454019935