Customer Health Supervisor

Location: Remote, United States

Salary: $80,000–$90,000 annually

Company

hirify.global is a global SaaS technology company providing cloud-based software solutions for the clinical research industry.

What you will do

• Oversee daily operations across Tier 1 Customer Support and Tier 2 Product Health, including coverage, workload distribution, and prioritization.
• Monitor case queues, SLA performance, follow-up compliance, aging cases, backlog health, and operational risks.
• Lead daily case and workload reviews, identify blockers, and coordinate escalations to the Customer Escalation Team.
• Coach and guide team members while reinforcing quality, accountability, documentation standards, and consistent execution.
• Ensure timely, accurate, personalized customer communication and effective information flow between support and product investigation teams.
• Identify recurring issues, workflow gaps, training needs, and emerging customer concerns for the Customer Health Manager.

Requirements

• 3+ years of experience in customer support, customer operations, technical support, or a similar customer-facing environment, including day-to-day team leadership or supervision.
• Experience in the clinical research industry and with SaaS or cloud-based software solutions.
• Experience managing case or ticket queues, workload distribution, SLA performance, backlog health, and aging cases.
• Strong customer communication, organization, prioritization, escalation-triage, and coaching skills.
• Experience with Salesforce, Zendesk, Jira, Microsoft Office, and Microsoft 365.
• Must be able to work remotely from the United States.

Nice to have

• Experience with eClinical, healthcare technology, CTMS, eRegulatory, eSource, eConsent, or related clinical trial systems.
• Experience with case quality reviews, operational metrics, customer escalations, and cross-tier support operations.
• Familiarity with AI or automation for customer service and operational efficiency.

Culture & Benefits

• Fully remote and telecommuting work environment.
• Health insurance, long-term disability insurance, and life insurance.
• Unlimited paid time off, 10 paid holidays, and paid parental leave.
• Work anniversary bonus and Employee of the Quarter program.
• $100 monthly connectivity stipend reimbursement.
• 401(k) matching contributions.

Hiring process

• Successful candidates must complete and pass reference and background checks.
• The desired salary must be provided in the application.