Lead Customer Support Remote

2 months ago

San Francisco, United States Endpoint Clinical Full time

The **Lead Customer Support** will supervise a team within Production Support and manage all aspects of the day-to-day operations of the team, including scheduling and assigning tasks, triaging critical issues, data changes, and verifications. The person in this role will work independently with minimal guidance from management and will guide and mentor junior staff. The role requires interaction with internal study teams and other functional groups. The role also requires interaction with external end users and sponsors and may serve as a 3rd tier of issue escalation.**Position Overview:**

*This position can be based remotely within the US or UK, with the working hours of M-F from 9am-5pm PT.

**Responsibilities:**

Supervisory

* Act as a contact for department management regarding critical issues and special client considerations.

* Provide overall direction and guidance to the Production Support team on a day-to-day basis

* Champion and expert to the PSA team, providing advice and solutions.

* Assume responsibility for their team performance and adherence to SLAs.

* Assist department management in overall Production Support activities.

* Ultimately responsible for any issues or problems within the team and make sure they are dealt with appropriately.

* Performance management including reviews and conduct regular meetings with direct reports.

Escalation and Consultation

* Maintains in-depth knowledge of study functionality to ensure data changes do not impact system integrity and functionality.

* Serve as a point of escalation for support issues requiring additional research or troubleshooting when senior PSA unavailable

* Perform ticket quality reviews to ensure adherence to quality standards

* Draft, modify and execute SQL Data Scripts for viewing project data and system configuration

* Suggest ways to mitigate risk from high-risk data changes.

Data Management and Verification

* Draft and Execute SQL Data Scripts and Queries for database updates and reporting

* Verifies data changes by using SQL scripts and ensures database updates are made in the spirit of the original request

Client Support

* Create knowledge base training articles and review articles created by PSAs

* Develop new and existing tools to improve efficiency and client satisfaction

* Provides support, training, and development opportunities to the team.

* Reviews change requests for clarity, completeness, and impact.

* Manages and continuously updates Production Support best practices.

* Suggest and implements improvements to current processes

* Organize own workspace and deadlines to ensure timely completion of tasks.

* Perform other duties as required.

* This position will require weekend and holiday coverage.

**Qualifications:**

**Education:**

* Bachelor's degree or equivalent and/or appropriate experience

**Experience:**

* 4-7+ years experience in a user-facing role, with an emphasis on providing trouble-shooting assistance and technical support via the phone and email

* 3-4+ years of experience in clinical trials industry.

* Support management experience preferred.

* Proven experience and expertise in SQL scripts, as well as creating complex queries and stored procedures.

* Previous experience working in a fast-paced, support-oriented environment.

* Advanced knowledge of Microsoft Office applications (Outlook, Word, Excel, Visio, PowerPoint) and SQL.

**Skills:**

* Proven leadership and mentoring skills.

* Ability to set individual and team goals, and to follow through to achieve goals.

* Proven ability to handle multiple tasks in a deadline-oriented production environment.

* Ability to identify and solve technical problems and make decisions independently.

* Able to work with no immediate supervision; ability to trouble-shoot to determine the source of a customer issue

* Strong interpersonal skills with the ability to lead and work effectively with a wide variety of professionals, both internal and external.

* Lead-by-example, showing adherence to best practices

*endpoint is an equal opportunities employer AA/M/F/Veteran/Disability.*

*Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.*

*#LI-MT #LI-Remote*

**Privacy Overview**

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