Senior Manager, Customer Support - CLS Scientific

Role overview Lead a US-based customer support team serving users of scientific software. The role combines hands-on escalation management with people leadership and operational improvement, using performance data to strengthen team capability and customer outcomes. It includes participation in an on-call rotation within a 24/7 support environment.

Responsibilities - Lead, coach, and develop support team members, including managing hiring, performance, and career growth. - Take ownership of customer escalations and help improve the overall support experience. - Use service and performance data to spot trends and guide operational changes. - Establish team practices centered on accountability, continuous improvement, and customer focus. - Partner with other functions to address recurring issues and improve customer outcomes. - Participate in the on-call rotation for round-the-clock support.

Requirements - Bachelor’s degree or an equivalent combination of education and experience. - At least six years of experience in software, technical, or customer support. - At least three years of people leadership experience. - A record of improving team performance and customer satisfaction. - Experience managing escalations and driving operational improvements. - Ability to use AI and emerging technologies responsibly to make work more efficient and consistent.

Nice to have - Experience supporting scientific software or other complex technical products. - Experience leading teams through growth, transformation, or change. - Familiarity with support operations, service levels, and customer success metrics. - Experience influencing stakeholders across multiple functions.

Benefits and work setup - Annual base salary generally ranges from $120,000 to $150,000; the offer may vary with location, qualifications, and experience. - Office-based work with prolonged computer use; under 20% travel to customer sites may be required.