Manager, Customer Support

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    "description": "<p><span style=\"color: rgb(52, 73, 94); font-family: arial, helvetica, sans-serif; font-size: 18pt; font-weight: bold\"><span style=\"font-family: Arial, sans-serif; font-size: 18pt; font-weight: bold\">At Castor, we’re modernizing the backbone of clinical research</span></span></p>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">Clinical trials are the gatekeepers of human health, yet the industry is still bogged down by fragmented, manual processes that can waste time and exclude patient populations. At Castor, we are building the operating system for the next era of clinical research.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">We provide a modular cloud platform designed to run trials end-to-end. Our foundation is a robust Electronic Data Capture (EDC) system, supported by eConsent for recruitment and screening and eCOA to accurately capture patient reported outcomes. We don’t just stop at data collection; we use Castor Catalyst (our high-precision AI automation) to strip away the manual effort that historically makes research slow and expensive.</span><br></p>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">How we work: Trust over tracking</span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">We are a remote-first company built on the belief that talented people do their best work when they have the agency to manage their own lives. We believe that high performance requires a foundation of trust, health, and cutting-edge support.</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">Work-life integration: We don't believe in performative presence. We trust you to own your schedule and show up for your team, while also making space for your life outside of work.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">Deep work &amp; async: We protect your time. We prioritize thoughtful, asynchronous communication so you can focus on solving hard problems without a calendar full of status update meetings.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">Radical candor: We value the truth over hierarchy. We give and receive direct feedback because that’s how we grow—as individuals and as a company.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\"><span style=\"font-size: 14pt; font-weight: bold\">Your mission and impact</span></span></p>\n<p><span style=\"color: rgb(52, 73, 94)\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"> As 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.</span><span style=\"font-size: 8pt\"><br><br></span></span></p>\n<p><span style=\"color: rgb(52, 73, 94)\"><span style=\"font-size: 8pt\"><span style=\"font-size: 10pt\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt; font-weight: bold\">Who are you</span></span></span><span style=\"font-size: 8pt\"><br></span></span></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-size: 12pt\"><span style=\"font-family: arial, helvetica, sans-serif\">You are passionate about coaching global, remote teams and thrive on fostering a culture of accountability, excellence, and high engagement across multiple time zones.</span></span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-size: 12pt\"><span style=\"font-family: arial, helvetica, sans-serif\">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.</span></span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-size: 12pt\"><span style=\"font-family: arial, helvetica, sans-serif\">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.</span></span></li>\n<li><span style=\"color: rgb(52, 73, 94)\">You bring a hands-on, agile approach to problem-solving, whether you're managing complex global partnerships or refining internal SOPs.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: 500\"><span style=\"font-size: 14pt; font-weight: bold\">What you'll be doing</span></span></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: arial, helvetica, sans-serif; font-size: 12pt\">You’ll identify and implement opportunities for AI enablement and automated support (like AI Voice) to resolve customer inquiries efficiently</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: arial, helvetica, sans-serif; font-size: 12pt\">You will own and evolve our relationships with key partners for tooling, phone support/device provisioning, and our AI automation vendors.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: arial, helvetica, sans-serif; font-size: 12pt\">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.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: arial, helvetica, sans-serif; font-size: 12pt\">You’ll collaborate cross-functionally with Product, Engineering, and Customer Success to advocate for customer needs and influence the product roadmap.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: arial, helvetica, sans-serif; font-size: 12pt\">You’ll define and maintain the SOPs, work instructions, and technical collateral that allow our support operations to scale smoothly and securely.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: arial, helvetica, sans-serif; font-size: 12pt\">You will lead, coach, and mentor a team of Technical Customer Support Specialists, ensuring high engagement and a consistent service experience.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: arial, helvetica, sans-serif; font-size: 8pt\"><span style=\"font-size: 14pt; font-weight: bold\">What you'll bring</span></span></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: arial, helvetica, sans-serif; font-size: 12pt\">A proven track record of managing high-performing Technical Support teams in a global, 24/7 remote environment.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Deep experience in the SaaS industry, ideally with a background in Life Sciences and familiarity with clinical guidelines.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-size: 12pt\">Proficiency in Zendesk and AI/automation platforms, with the ability to evolve these tools for process efficiency at scale.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-size: 12pt\">Strong background in developing SOPs and technical work instructions within a Quality and Information Security Management System.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">How we invest in you</span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">High performance isn't sustainable without real support. We provide the infrastructure you need to stay healthy, focused, and rewarded.</span></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">Rest is non-negotiable: Unlimited annual leave with 25-day minimum. We don’t just allow time off; we expect you to take it.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">Downtime weeks: Once a quarter, the whole company shifts gears. No new shipping—just a week for deep focus, learning, or catching up so we can start the next quarter fresh.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">AI-first culture: We provide the tools and training to ensure you’re spending your energy on high-value work, not manual repetition.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">Real ownership: All Castor team members are offered options through our Employee Stock Option Plan (ESOP).</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">Comprehensive wellbeing: Free access to Open Up for mental health, specialized sleep courses (for you and your family), and a budget to make your home office a place you actually want to be.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">Annual bonus: A guaranteed \"Happy Holidays\" bonus every December.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Belonging at Castor</span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">We build products to make research accessible to everyone, and we believe our team should reflect that same diversity.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: Arial, sans-serif; font-size: 12pt\">Our remote setup is designed to support you as a whole person—your family, your mental health, and your authentic self. We don't care about your background as much as we care about your perspective and your expertise. We strongly encourage applications from women, people of color, and the LGBTQ+ community. Please feel free to share the pronouns you use (for example she/her/hers, he/her/his, they/them/theirs, etc.).</span></p>",
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