Job Description

Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

The Associate Manager, Product Support, leads a team of Product Support Specialists to deliver high-quality Tier 1, 2 or 3 support across multiple channels. This role combines hands-on technical engagement with people leadership, serving as a subject matter expert and escalation point for complex or high-impact customer issues. The Associate Manager is a direct team contributor, while actively monitoring SLA and queue health, quality standards, and workload distribution. In partnership with Product Management and Engineering, the Associate Manager acts as the Voice of the Customer, escalating trends and influencing enhancements. Through proactive process improvement, cross-functional collaboration, team member coaching, and goal setting, this role ensures operational excellence and an exceptional customer experience.

Job Duties & Responsibilities

• Lead and develop a team of 2-8 Product Support Specialists delivering Tier 1, 2 or 3 support across multiple channels.

• Provide technical and subject matter leadership across the supported product ecosystem.

• Conduct regular 1:1s, set performance goals, deliver coaching, and drive professional development.

• Monitor queue health, SLA performance, quality standards, and workload distribution; adjust resources and step-in directly to meet operational targets.

• Serve as an internal escalation point for complex or high-impact customer issues.

• Partner with Product Management and Engineering as the Voice of the Customer, escalating trends, enhancement requests, and systemic issues.

• Act as liaison between customers and development teams to support requirements gathering, product feedback, and validation efforts.

• Identify and implement process improvements to enhance team efficiency, quality, and customer experience.

• Support recruiting, onboarding, and training of new team members.

• Maintain an active caseload, providing direct Tier 1, 2 or 3 support and ensure timely, high-quality resolutions.

• Lead resolution of complex, cross-functional issues, coordinating with internal stakeholders to drive outcomes.

• Diagnose and troubleshoot technical and workflow-related issues; communicate solutions clearly and provide customer training as needed.

• Research and collaborate with internal teams when solutions are not immediately available.

• Develop trusted customer relationships by understanding operational goals and recommending workflow optimizations and expanded product functionality.

• Serve as a product expert across supported applications and integrations, maintaining up-to-date knowledge of system changes and enhancements.

• Demonstrate urgency, accountability, and professionalism in all client interactions.

• Work independently and integrate into a team environment

Location

This role is open to candidates working remotely in the US

Basic Qualifications

• 3+ years of experience providing customer support of software applications

• Experience as a team lead or senior-level staff

• Demonstrated strong communication and management skills

• Proven successful experience influencing other’s work outcomes with and without direct authority

• Demonstrated strength with analytical thinking, problem-solving, and interpersonal skills

Preferred Qualifications

• Bachelor’s degree

• Experience supporting Advarra Products

• Experience in the clinical research industry

• Experience conducting workflow analysis and training of enterprise-level software application

• Experience with onboarding and training new team members

Physical and Mental Requirements

• Sit or stand for extended periods of time at stationary workstation

• Regularly carry, raise, and lower objects of up to 10 Lbs.

• Learn and comprehend basic instructions

• Focus and attention to tasks and responsibilities

• Verbal communication; listening and understanding, responding, and speaking

Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.

The base salary range for this role is $69,375 - $127,188. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.