Customer Support Manager

Valsoft Corporation

Job Overview

Location

Remote

Employment Type

Full-time

Work Arrangement

Remote

Sector

Information Technology & Software

Experience Level

Mid-level (3-5 years)

Application Deadline

May 3, 2026

About the Company

Valsoft Corporation is a dynamic entity focused on acquiring and growing vertical market software businesses. Established in 2015 in Montreal, Canada, Valsoft has rapidly expanded its portfolio, now encompassing over 100 businesses and employing more than 3,000 individuals across 20+ countries.

The company's strategic approach involves identifying software solutions that are mission-critical within their specific niche markets. This focus ensures that Valsoft invests in businesses that provide essential services and hold significant value for their clientele.

Anju Software, a part of Valsoft Corporation, specializes in purpose-built technology solutions for the clinical trial and life sciences industry. Their platforms are designed to support the entire spectrum of study execution, from site and data management to regulatory compliance. Anju Software is committed to innovation, including the integration of AI to enhance product development, delivery, and support.

Job Description

Anju Software, a Valsoft Corporation company, is seeking a skilled and operationally excellent Manager of Software Support to lead a globally distributed team. This role is pivotal in managing the end-to-end resolution of support tickets across their clinical trial software portfolio.

You will be responsible for the performance, development, and daily management of your team, while also driving continuous improvement in support delivery. A key aspect of this role involves leveraging modern AI tools to enhance resolution speed, reduce analyst workload, and elevate the quality of customer interactions.

Key responsibilities include leading and mentoring a distributed team, managing staffing and capacity planning to ensure SLA adherence, and serving as an escalation point for complex customer issues. You will also own SLA performance, oversee the ticket lifecycle in Jira, and partner with Engineering and Product teams to address systemic issues.

A significant focus will be placed on championing the use of AI tools like Claude Cowork and ChatGPT to streamline workflows, accelerate research, and assist in drafting high-quality customer communications. You will also be responsible for implementing AI-assisted triage and response suggestions, establishing team norms for AI tool usage, and staying current on emerging AI capabilities.

Process improvement is also crucial, involving trend analysis of ticket data to inform roadmap prioritization and preparing performance reports for senior leadership. This role offers a unique opportunity to build the future of AI-augmented customer support in a mission-driven industry.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

JiraCustomer Support ManagementTeam LeadershipSLA ManagementAI Tools (ChatGPT, Claude)Technical SupportCustomer ServiceProblem-SolvingCommunication

Key Responsibilities

Lead, mentor, and develop a distributed support team across multiple time zones, fostering a culture of accountability, collaboration, and customer empathy.
Manage staffing, scheduling, and capacity planning to ensure consistent SLA adherence across Tier 1, 2, and 3 support queues.
Conduct regular 1:1s, performance reviews, and career development conversations to grow team capability over time.
Serve as an escalation point for complex or sensitive customer issues, driving resolution with urgency and professionalism.
Own SLA performance across all severity levels; monitor KPIs including response time, resolution time, ticket reopen rates, and customer satisfaction.
Oversee the full ticket lifecycle in Jira — from intake and triage through escalation, resolution, and closure — ensuring accurate classification, documentation, and routing.
Partner with Engineering, Project Management, and Quality teams when tickets require cross-functional escalation or reveal systemic product issues.
Maintain and improve internal knowledge base content, response playbooks, and escalation procedures.
Champion the use of AI tools — including Claude Cowork and ChatGPT — to streamline support workflows, accelerate ticket research, and assist analysts in drafting high-quality customer communications.
Implement AI-assisted triage, response suggestion, and knowledge retrieval to reduce mean time to resolution.
Establish team norms and guardrails for responsible, effective AI tool use in a regulated clinical environment.
Stay current on emerging AI capabilities relevant to support operations and bring well-reasoned recommendations to leadership.
Perform regular trend analysis on ticket volume, severity patterns, and recurring issues; surface insights to Engineering and Product to inform roadmap prioritization.
Prepare and present support performance reports to senior leadership on a recurring basis.
Drive continuous improvement initiatives that measurably improve team efficiency and customer outcomes.

Qualifications

5+ years of experience in software support, technical customer success, or a related field, with at least 2 years in a people management role.
Demonstrated ability to lead and develop distributed or remote teams across geographies and time zones.
Hands-on experience with Jira or a comparable ticketing and workflow platform.
Strong analytical skills — comfortable working with support metrics, identifying trends, and presenting data-backed recommendations.
Excellent written and verbal communication skills; able to translate technical issues for non-technical stakeholders and vice versa.
A genuine, working familiarity with AI tools (ChatGPT, Claude, or similar) and a practical understanding of how they can be applied in a support context.
Experience supporting software used in clinical trials, life sciences, or a regulated healthcare environment (Preferred).
Familiarity with clinical trial concepts, terminology, or software categories (EDC, CTMS, eTMF, randomization, etc.) (Preferred).
Experience designing or refining support SLAs and escalation frameworks (Preferred).
Exposure to CAPA processes or quality management systems (Preferred).

Benefits & Perks

Competitive base salary and performance bonus
Comprehensive health, dental, and vision benefits
Flexible remote work environment
Professional development support, including access to AI and clinical technology learning resources
A collaborative, mission-driven culture focused on innovation in life sciences

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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The life sciences industry is rapidly evolving, with AI integration becoming a critical driver of efficiency and innovation. This role demands expertise in AI-augmented workflows, API integrations, and data visualization to enhance customer support operations. As a leader, your impact will be measured by your ability to scale support functions, improve customer satisfaction metrics, and directly contribute to the company's return on investment through optimized service delivery. You will be instrumental in shaping the future of customer support within a regulated environment.