What are the responsibilities and job description for the Customer Support Manager position at Labviva?
About The Role
As a Customer Support Manager on the Client Services Team, reporting to the Vice President, Client Services, you will work to proactively increase Labviva's overall customer satisfaction and loyalty through ensuring interactions meet customer needs. Our customers are buyers in the Biotech industry, including the pharmaceutical and higher education sectors, who need to purchase supplies for their labs. Labviva's customers are also the suppliers who provide the materials the buyers wish to purchase. You will work on creating an ongoing strategy for anticipating and meeting customer needs through research, customer feedback, reporting and ongoing analytics review.
How You Will Contribute
Labviva is on a mission to accelerate the pace of life science research. We connect researchers with suppliers of reagents, chemicals and instrumentation in an intuitive user-friendly platform that supports the priorities of scientists while staying compliant with purchasing rules.
We are a venture-funded start-up that acknowledges that the unique contributions of each team member drive our success. We commit to creating a diverse and inclusive workspace where people can make a positive impact. At Labviva, we invest in our employees and strongly believe that a culture of respect and support drives success for all involved.
We provide a competitive set of benefits including but not limited to a hybrid – office/remote work option, health benefits, discretionary time off, parental leave, competitive salary and equity, and Thursday company lunches.
We are an equal opportunity employer and building a diverse team is our top priority. At Labviva, we celebrate all. Help us build an inclusive community that will transform the life sciences industry. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics as outlined by federal, state or local laws, regulations, or ordinances.
As a Customer Support Manager on the Client Services Team, reporting to the Vice President, Client Services, you will work to proactively increase Labviva's overall customer satisfaction and loyalty through ensuring interactions meet customer needs. Our customers are buyers in the Biotech industry, including the pharmaceutical and higher education sectors, who need to purchase supplies for their labs. Labviva's customers are also the suppliers who provide the materials the buyers wish to purchase. You will work on creating an ongoing strategy for anticipating and meeting customer needs through research, customer feedback, reporting and ongoing analytics review.
How You Will Contribute
- Manage and coach a team of Customer Support Representatives across both local and offshore locations, ensuring they have the tools, training, and support needed to be successful and perform to their full capability.
- Provide regular coaching, training, and performance feedback to team members to ensure continuous development and high-quality service delivery.
- Monitor support tickets to ensure responses follow best practices and drive resolution quality, efficiency, and customer satisfaction.
- Identify manual or inefficient support processes and advocate for automation or system improvements.
- Review analytics to isolate trends, insights, areas of improvement and seek to proactively improve the customer experience.
- Generate clear team performance metrics and reports; share results with the team to highlight successes, identify gaps, and drive accountability.
- Implement change that anticipates and addresses customer questions, needs, and complaints.
- Run customer satisfaction (CSAT) surveys; analyze results and follow up with customers to capture insights and improve service.
- Continually work with suppliers to ensure they are meeting Labviva's requirements
- Other responsibilities to be assigned.
- Proven leadership experience in managing, coaching, and developing a high-performing customer support team, with the ability to motivate individuals and hold them accountable to goals.
- Strong analytical mindset with experience using data, metrics, and reporting tools (e.g., JIRA, SAP, Tableau, or similar) to identify trends, measure performance, and drive continuous improvement.
- Process improvement focus, with the ability to recognize inefficiencies, escalate manual tasks, and advocate for automation and streamlined workflows.
- Customer-first approach, demonstrating empathy, active listening, and a solutions-oriented mindset to deliver an outstanding experience for both buyers and suppliers.
- Communication and collaboration skills, with the ability to clearly share insights, feedback, and successes across teams and to leadership.
- Experience in customer satisfaction programs, such as running CSAT/NPS surveys, analyzing results, and following up with customers to improve outcomes.
- Minimum 3-5 years of experience as a Customer Support Manager (or equivalent leadership role) in a fast-paced environment, ideally in e-commerce, SaaS, or marketplace settings.
Labviva is on a mission to accelerate the pace of life science research. We connect researchers with suppliers of reagents, chemicals and instrumentation in an intuitive user-friendly platform that supports the priorities of scientists while staying compliant with purchasing rules.
We are a venture-funded start-up that acknowledges that the unique contributions of each team member drive our success. We commit to creating a diverse and inclusive workspace where people can make a positive impact. At Labviva, we invest in our employees and strongly believe that a culture of respect and support drives success for all involved.
We provide a competitive set of benefits including but not limited to a hybrid – office/remote work option, health benefits, discretionary time off, parental leave, competitive salary and equity, and Thursday company lunches.
We are an equal opportunity employer and building a diverse team is our top priority. At Labviva, we celebrate all. Help us build an inclusive community that will transform the life sciences industry. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics as outlined by federal, state or local laws, regulations, or ordinances.