About this role
Manager, Customer Support Anju Software | Remote
About Anju Software
Anju Software provides purpose-built technology solutions that power the clinical trial and life sciences industry. Our platforms support the full spectrum of study execution — from site and data management to regulatory compliance — enabling sponsors, CROs, and sites to operate with greater speed and confidence. We are committed to continuous innovation, including the thoughtful integration of AI into how we build, deliver, and support our products.
The Role
Anju Software is seeking an experienced, operationally excellent Manager of Software Support to lead a geographically distributed team responsible for the end-to-end resolution of Tier 1–3 support tickets across our clinical trial software portfolio.
This is a leadership role for someone who combines deep support operations expertise with a genuine enthusiasm for AI-augmented workflows. You will be responsible for the performance, development, and day-to-day management of your team, while also driving continuous improvement in how support is delivered — leveraging modern AI tools to increase resolution speed, reduce repetitive burden on analysts, and elevate the quality of every customer interaction.
What You'll Do
Team Leadership & Performance
Lead, mentor, and develop a distributed support team across multiple time zones, fostering a culture of accountability, collaboration, and customer empathyManage staffing, scheduling, and capacity planning to ensure consistent SLA adherence across Tier 1, 2, and 3 support queuesConduct regular 1:1s, performance reviews, and career development conversations to grow team capability over timeServe as an escalation point for complex or sensitive customer issues, driving resolution with urgency and professionalismSupport Operations
Own SLA performance across all severity levels; monitor KPIs including response time, resolution time, ticket reopen rates, and customer satisfactionOversee the full ticket lifecycle in Jira — from intake and triage through escalation, resolution, and closure — ensuring accurate classification, documentation, and routingPartner with Engineering, Project Management, and Quality teams when tickets require cross-functional escalation or reveal systemic product issuesMaintain and improve internal knowledge base content, response playbooks, and escalation proceduresAI-Forward Operations
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 communicationsImplement AI-assisted triage, response suggestion, and knowledge retrieval to reduce mean time to resolutionEstablish team norms and guardrails for responsible, effective AI tool use in a regulated clinical environmentStay current on emerging AI capabilities relevant to support operations and bring well-reasoned recommendations to leadershipProcess Improvement & Reporting
Perform regular trend analysis on ticket volume, severity patterns, and recurring issues; surface insights to Engineering and Product to inform roadmap prioritizationPrepare and present support performance reports to senior leadership on a recurring basisDrive continuous improvement initiatives that measurably improve team efficiency and customer outcomes
What You Bring
Required
5+ years of experience in software support, technical customer success, or a related field, with at least 2 years in a people management roleDemonstrated ability to lead and develop distributed or remote teams across geographies and time zonesHands-on experience with Jira or a comparable ticketing and workflow platformStrong analytical skills — comfortable working with support metrics, identifying trends, and presenting data-backed recommendationsExcellent written and verbal communication skills; able to translate technical issues for non-technical stakeholders and vice versaA genuine, working familiarity with AI tools (ChatGPT, Claude, or similar) and a practical understanding of how they can be applied in a support contextPreferred
Experience supporting software used in clinical trials, life sciences, or a regulated healthcare environmentFamiliarity with clinical trial concepts, terminology, or software categories (EDC, CTMS, eTMF, randomization, etc.)Experience designing or refining support SLAs and escalation frameworksExposure to CAPA processes or quality management systems
Tools You'll Use Daily
Jira — Ticket management, workflow automation, SLA tracking, and reportingClaude Cowork — AI-assisted task automation, document drafting, and workflow supportChatGPT — Research assistance, response drafting, and knowledge synthesisMicrosoft 365 — Communication, documentation, scheduling, and reporting (Teams, Outlook, Excel, Word, PowerPoint)
Why This Role, Why Now
The support function at Anju is undergoing a deliberate transformation — moving from a reactive, ticket-by-ticket model toward a proactive, AI-augmented operation that resolves issues faster, prevents recurrence, and allows our team members to spend their energy on work that genuinely requires human judgment. The person in this role will help build that future, not just manage the present.
If you are energized by leading teams, improving systems, and finding thoughtful ways to apply AI to real operational challenges — in an industry where the software you support matters to patients — this is the role for you.
What We Offer
Competitive base salary and performance bonusComprehensive health, dental, and vision benefitsFlexible remote work environmentProfessional development support, including access to AI and clinical technology learning resourcesA collaborative, mission-driven culture focused on innovation in life sciences
Anju Software is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.