Location: Mid-Atlantic Region
Reports To: Chief Revenue Officer (CRO)
Position Overview
We are seeking a highly skilled and empathetic Customer Support Manager to lead our customer service operations in a fast-paced startup environment within the pharmaceutical, biotech, and healthcare science sector. This role will manage customer interactions for regulated and sterile products, ensuring every experience aligns with compliance standards, quality requirements, and company values.
The ideal candidate will have deep knowledge of quality regulations, sterile product handling, and supply chain constraints, as well as proven experience diffusing challenging customer situations. You will work cross-functionally with Quality, Supply Chain, Operations, CMO partners, and in-house manufacturing teams to resolve issues quickly. This role also requires the ability to track and manage complaints through technology platforms, identify trends such as packaging or product defects, and build escalation processes from scratch to support our growing organization.
Key Responsibilities
- Lead customer support operations for regulated and sterile products, ensuring every interaction meets compliance and quality standards.
- Manage escalations, resolve customer complaints, and diffuse high-tension situations professionally.
- Collaborate closely with Quality, Supply Chain, and Operations to address product issues, delivery delays, and supply chain constraints.
- Coordinate with CMOs and in-house manufacturing teams to investigate and resolve defects or fulfillment problems.
- Track, document, and analyze complaints using multiple technology platforms and CRM tools.
- Identify and report on packaging defects, product defects, and recurring quality issues, working with Quality and Manufacturing on corrective actions.
- Develop and implement customer support processes and escalation protocols from scratch to support rapid company growth.
- Oversee relationships with delivery services to ensure timely, compliant, and damage-free product shipments.
- Provide feedback to leadership and cross-functional teams on recurring customer pain points and potential process improvements.
- Train and mentor support staff to handle regulated product inquiries effectively and compliantly.
Qualifications
- Bachelor’s degree in Business, Life Sciences, Quality Management, or related field preferred.
- 5+ years experience in customer support or service management, with at least 3 years in pharmaceutical, biotech, or healthcare science industries.
- Strong knowledge of FDA, GMP, GDP, and ISO 13485 compliance requirements.
- Proven ability to handle escalated customer concerns and navigate complex quality or supply chain issues.
- Experience working with CMOs, manufacturing teams, and delivery/logistics providers.
- Proficiency with CRM and complaint tracking software.
- Demonstrated ability to identify and address packaging and product defects in regulated environments.
- Exceptional communication, conflict resolution, and leadership skills.
- Startup or high-growth company experience strongly preferred.
Key Competencies
- Regulatory & Quality Expertise: Deep understanding of compliance for sterile and regulated products.
- Customer Relationship Management: Skilled at managing difficult conversations while preserving customer trust.
- Cross-Functional Collaboration: Works effectively with Quality, Operations, Supply Chain, and Manufacturing teams.
- Process Creation: Able to design escalation, complaint tracking, and resolution processes from the ground up.
- Analytical Thinking: Uses complaint data to identify trends and drive quality improvements.
- Supply Chain Awareness: Understands constraints, lead times, and fulfillment challenges in regulated industries.
- Problem-Solving Under Pressure: Maintains composure and delivers solutions quickly in high-stakes situations.