Senior Manager - Customer Support

At Castor, we’re modernizing the backbone of clinical research

Clinical trials are the gatekeepers of human health, yet the industry is still bogged down by fragmented, manual processes that can waste time and exclude patient populations. At Castor, we are building the operating system for the next era of clinical research.

We provide a modular cloud platform designed to run trials end-to-end. Our foundation is a robust Electronic Data Capture (EDC) system, supported by eConsent for recruitment and screening and eCOA to accurately capture patient reported outcomes. We don’t just stop at data collection; we use Castor Catalyst (our high-precision AI automation) to strip away the manual effort that historically makes research slow and expensive.

How we work: Trust over tracking

We are a remote-first company built on the belief that talented people do their best work when they have the agency to manage their own lives. We believe that high performance requires a foundation of trust, health, and cutting-edge support.

• Work-life integration: We don't believe in performative presence. We trust you to own your schedule and show up for your team, while also making space for your life outside of work.
• Deep work & async: We protect your time. We prioritize thoughtful, asynchronous communication so you can focus on solving hard problems without a calendar full of status update meetings.
• Radical candor: We value the truth over hierarchy. We give and receive direct feedback because that’s how we grow—as individuals and as a company.

Your mission and impact

 As a Senior Manager, Customer Support, you are responsible for the strategic leadership and management of a global team of Technical Customer Support Specialists. You are primarily accountable for ensuring we provide a support experience that exceeds all customer satisfaction and operational metrics at scale. By blending human empathy with cutting-edge AI automation, you will directly impact the success of clinical trials and ensure the highest standards of data integrity and security for our global partners.

Who are you

• You are passionate about coaching global, remote teams and thrive on fostering a culture of accountability, excellence, and high engagement across multiple time zones.
• You have a keen interest in the intersection of support and technology, constantly seeking ways to implement AI enablement and automation to resolve issues before they escalate.
• You enjoy working cross-functionally with Product and Engineering teams, acting as the voice of the customer to bridge technical gaps and improve the overall user journey.
• You bring a hands-on, agile approach to problem-solving, whether you're managing complex global partnerships or refining internal SOPs.

What you'll be doing

• You’ll identify and implement opportunities for AI enablement and automated support (like AI Voice) to resolve customer inquiries efficiently
• You will own and evolve our relationships with key partners for tooling, phone support/device provisioning, and our AI automation vendors.
• You will own the Support team’s KPIs, analyzing metrics like Initial Response Time, FCR, and CSAT to identify strategic gaps and lead initiatives to close them.
• You’ll collaborate cross-functionally with Product, Engineering, and Customer Success to advocate for customer needs and influence the product roadmap.
• You’ll define and maintain the SOPs, work instructions, and technical collateral that allow our support operations to scale smoothly and securely.
• You will lead, coach, and mentor a team of Technical Customer Support Specialists, ensuring high engagement and a consistent service experience.

What you'll bring

• A proven track record of managing high-performing Technical Support teams in a global, 24/7 remote environment.
• Deep experience in the SaaS industry, ideally with a background in Life Sciences and familiarity with clinical guidelines.
• Proficiency in Zendesk and AI/automation platforms, with the ability to evolve these tools for process efficiency at scale.
• Strong background in developing SOPs and technical work instructions within a Quality and Information Security Management System.

How we invest in you

High performance isn't sustainable without real support. We provide the infrastructure you need to stay healthy, focused, and rewarded.

• Rest is non-negotiable: Unlimited annual leave with 25-day minimum. We don’t just allow time off; we expect you to take it.
• Downtime weeks: Once a quarter, the whole company shifts gears. No new shipping—just a week for deep focus, learning, or catching up so we can start the next quarter fresh.
• AI-first culture: We provide the tools and training to ensure you’re spending your energy on high-value work, not manual repetition.
• Real ownership: All Castor team members are offered options through our Employee Stock Option Plan (ESOP).
• Comprehensive wellbeing: Free access to Open Up for mental health, specialized sleep courses (for you and your family), and a budget to make your home office a place you actually want to be.
• Annual bonus: A guaranteed "Happy Holidays" bonus every December.

Belonging at Castor

We build products to make research accessible to everyone, and we believe our team should reflect that same diversity.

Our remote setup is designed to support you as a whole person—your family, your mental health, and your authentic self. We don't care about your background as much as we care about your perspective and your expertise. We strongly encourage applications from women, people of color, and the LGBTQ+ community. Please feel free to share the pronouns you use (for example she/her/hers, he/her/his, they/them/theirs, etc.).