Search  5 lead customer support jobs in NYC and work in the Big Apple 🍎

Customer Support

Catalyst Clinical Research LLC, a clinical development organization provides highly customizable clinical research solutions to the global biopharmaceutical industry through two established solutions: Catalyst Flex and Catalyst Oncology.

With over 700 staff across the US, UK and Europe, our teams work to provide multi-therapeutic global resourcing and functional services through Catalyst Flex, and a full-service oncology CRO offering through Catalyst Oncology. We have built our flexible service model from more than a decade of listening to customers, devising customer-centric solutions, and helping them drive breakthrough clinical development studies leveraging our expert teams and innovative technologies.  

We are growing and seeking top talent to add to our experienced teams. If you are looking for an employer that offers more than just your standard benefits package but promotes a healthy work-life balance and aims to ensure you have everything you need to be successful, consider Catalyst.

Catalyst Clinical Research

Provide strategic and administrative assistance to the Commercial organization while managing executive tasks.

• Provide comprehensive strategic and administrative assistance to the entire Commercial organization.
• Manage administrative tasks for designated executive or senior leader(s).
• Provide support to the Business Development team for remote and client meetings.
• Maintain sales enablement tools, training, and onboarding processes.
• Coordinate logistics for remote, client, and team meeting logistics.
• Support and ensure internal CRM adherence and maintain guidelines.
• Track and support deliverables for key executive meetings, team collaborations, and town halls.
• Provide high level administrative support for executive or senior leader(s) in the Commercial function.
• Arrange and book travel.
• Manage and coordinate calendars.
• Prepare expense reports.
• Prepare and compile reports, presentations, and other documents for review.
• Provide administrative support related to document printing, scanning, mailing, and electronic signature of business documents.

Commercial Support Specialist

Ncontracts provides integrated risk management and lending compliance software to a rapidly expanding customer base of over 4,000 financial institutions, fintechs, and mortgage companies in the United States. The company’s powerful combination of software and services enables financial institutions to achieve their risk management and compliance goals with an integrated, user-friendly cloud-based solution suite that encompasses vendor risk, organizational risk, audit risk, and lending compliance management. The company was recently named to the Inc. 5000 fastest-growing private companies in America for the 4th consecutive year. For more information visit www.ncontracts.com.

Ncontracts

Manage and scale customer support operations for ERM products in financial services.

• Lead, motivate, and develop a high performing team of Support Specialists
• Consistently monitor team to proactively identify potential problems, implement resolutions, and process improvements
• Provide direction and communication to leadership team and employees to support the direction of organizational goals
• Track bugs affecting users and work closely with product & development to prioritize cases effectively
• Appropriately distribute workload and oversee case handling, escalations, and team projects
• Evaluate and improve the efficiency of processes to maximize speed and quality; perform root cause analysis to drive the appropriate course of action
• Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action
• Manage the preparation and maintenance of weekly reporting and monthly KPIs that help determine trends, forecasting needs, etc.
• Ensure that Support KPIs/SLAs are met or exceeded
• Manage staffing needs to ensure appropriate coverage for all products
• Ensure customer service excellence by actively monitoring support cases for trending concerns and opportunities for improvement
• Build a world-class support organization; create a structure and culture that is fun, high-paced, collaborative, and inherently enjoys solving for the customer
• Partner with cross-functional leaders to drive initiatives that serve the voice of the customer

Customer Support Manager

Zuora provides a leading monetization suite for modern businesses across all industries, enabling companies to unlock and grow customer-centric business models. Zuora serves as an intelligent hub that monetizes and orchestrates the complete quote to cash and revenue recognition process at scale. Through its industry leading technology and expertise, Zuora helps more than 1,000 companies around the world, including BMC Software, Box, Caterpillar, General Motors, Penske Media Corporation, Schneider Electric, Siemens and Zoom nurture and monetize direct, digital customer relationships. Headquartered in Silicon Valley, Zuora operates offices around the world in the Americas, EMEA and APAC. To learn more about the Zuora monetization suite, please visit www.zuora.com.

Zuora

• The Vice President, Global Customer Support is a critical leadership role in ensuring exceptional customer experiences and operational excellence across our global support services organization
• Responsible for leading and executing the Support organization strategy that will leverage emerging technologies and artificial intelligence (AI) to enhance Zuora’s customer support model and scale our support operations engineering capabilities to meet the diverse needs of our customers, ranging from small to large enterprises
• Execute a strategic vision for the global customer support organization that aligns with the company's customer support objectives and leverages AI to drive innovation and efficiency
• Continue to lead transformation initiatives to modernize the customer support and operations organization, incorporating AI and other advanced technologies to improve Zuora customer support service delivery and customer satisfaction
• Collaborate with the customer support and operations engineering teams to upscale and enhance support engineering capabilities, ensuring the organization can effectively support a growing and diverse customer base
• Global Team Management: Lead, mentor, and develop a high-performing global support and operations team, fostering a culture of excellence, collaboration, and continuous improvement
• Work closely and partner with other executive leaders, including product, development, sales, and marketing, to ensure alignment and support for broader company initiatives
• Manage the global support budget, ensuring efficient allocation of resources to meet strategic objectives and operational needs

VP, Global Customer Support

Canary Technologies is a leader in hospitality technology that provides hoteliers with easy, intuitive, and secure solutions to help hotels provide an ideal guest experience. 

Canary's solutions include industry-leading Contactless Mobile Check-in, Digital Authorizations, Digital Contracts, and Digital Amenity Ordering. Canary's solutions help ensure PCI compliance and reduce chargebacks/fraud by up to 90%. 

Our team includes former hoteliers who understand the nuances of what goes on behind the scenes at the property and truly recognize the needs of hoteliers. Canary's solutions are trusted by tens of thousands of hotels and guests worldwide.

Canary Technologies

Canary Technologies is a fast-growing enterprise hospitality technology company that provides hotels with innovative solutions to drive efficiency and enhance the guest experience. As the Director of Customer Support, you'll be at the helm of the Customer Operations sector and report directly to one of the co-founders. Lead, mentor, and expand the Customer Support team, fostering a culture of excellence. Collaborate closely with other departments to streamline product improvements based on customer feedback.

Director of Customer Support

The Good Talent Place takes the Digital World to the next level
We create content, optimize platforms, and obtain incredible
results to build up your brand and give it the recognition
it deserves.

Good Talent Place

• Lead the customer service department for a multi-brand iGaming portfolio
• Develop and manage the customer service department and ensure it’s running efficiently and profitably
• Recruit, mentor, develop, and nurture an environment where customer service agents can excel through encouragement and empowerment
• Collaborate with Risk and Fraud as well as Payments teams to ensure AML and KYC procedures are followed
• Continuously improve customer service experience, create engagement with customers, and facilitate organic growth
• Keep accurate records and document workflow
• Keep ahead of industry’s developments and apply best practices to areas of improvement

Head of Customer Support (Remote, Work from Home)

Search  5 lead customer support jobs in NYC and work in the Big Apple 🍎. Commercial Support Specialist. Customer Support Manager. VP, Global Customer Support