Helpdesk Supervisor, Customer Care at Clairo

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Pharmaceutical, Healthcare, Clinical TrialsIndustries

Requirements

Degree educated in electronics, information technology, engineering or similar
Fluent in spoken and written English
Prior experience (incomplete in description, but implied in supervisory or helpdesk role)

Responsibilities

Coordinate and supervise daily activities of Helpdesk staff, set priorities to ensure task completion, and coordinate work with other supervisors
Establish, maintain, and enhance customer business through effective implementation and/or support of company products and services
Manage professional response to customer support requests accurately and timely, with input from Manager, Customer Care; determine actions for customer satisfaction while protecting financial responsibility
Ensure all customer contacts are fully documented in the call management system and required databases
Manage team to assist Customer Care Specialists/Representatives by identifying problem areas within product lines and collecting/documenting data for research
Assist QC analyst with recommendations for implementation within the team
Provide accurate, regular, and timely reporting to the Manager, Customer Care
Define standard procedures according to company standards
Manage, motivate, and evaluate team to meet expected standards and procedures
Set, work on, and reach Success Factor Goals related to future planning as agreed with Manager, Customer Care
Provide leadership through coaching and supporting team members; provide consistent, ongoing feedback to maintain and improve performance
Conduct one-on-one meetings at least once a year prior to year-end Success Factors process, including writing Success Factor Year End Reviews for the team
Use communication skills to build relationships with customers and colleagues, improve cross-departmental synergy, discuss, and resolve issues
Act as back-up performing Customer Care Representative/Specialist tasks (up to 30% of time)
Set high standards of performance, apply feedback to daily work, strive to improve, and display positive attitude
Take broad view of business by supporting initiatives in other departments and new product lines
Provide reports upon request to Manager, Customer Care on daily operating functions
Handle special projects assigned by Manager, Customer Care, providing updates on status, deadlines, measures, and business aspects

Skills

Customer Service

Team Supervision

Call Management

Problem Solving

Data Documentation

Shift Management

Clairo

Generates clinical evidence for trials

About Clairo

Clario specializes in generating clinical evidence for medical research by utilizing a comprehensive technology platform. Their services support various types of clinical trials, including decentralized, hybrid, and site-based trials. Clario's approach combines nearly 50 years of experience with a vast network of facilities across nine countries, allowing them to conduct a significant number of clinical trials and regulatory approvals. What sets Clario apart from competitors is their extensive expertise and the ability to provide a wide range of endpoint technologies, which enhances the quality of evidence produced. The company's goal is to empower partners in the healthcare industry to improve patient outcomes through reliable and rich clinical data.

London, United KingdomHeadquarters

1972Year Founded

$29.9MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Biotechnology, HealthcareIndustries

5,001-10,000Employees

Benefits

Competitive and equitable total rewards package

Physical, mental and financial health and wellness

Flexible working approach

Risks

Increased competition from AI-driven platforms like Medable may threaten Clario's market share.

The IPO filing may lead to investor pressure for rapid financial returns, affecting strategy.

AI integration from ArtiQ poses data privacy and compliance risks, especially in the EU.

Differentiation

Clario offers a comprehensive endpoint technology platform for diverse clinical trial models.

The company has nearly 50 years of experience in clinical trial technology solutions.

Clario's global presence includes 30 facilities across North America, Europe, and Asia Pacific.

Upsides

Clario's IPO aims for a valuation of over $10 billion, indicating strong market confidence.

The FDA clearance of SpiroSphere® with wireless ECG enhances Clario's clinical trial capabilities.

Clario's acquisition of ArtiQ boosts its AI capabilities in respiratory clinical trials.

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