• Serve as a primary point of contact for franchise owners, operators, and field leadership for priority cases through phone, email, and case management tools. • Triage incoming requests by confirming issue severity, identifying business impact, and initiating escalation paths using defined support processes and service expectations. • Own cases from intake through resolution by gathering details, coordinating internal actions, documenting progress, and maintaining accountability for follow-up. • Provide proactive status updates, next steps, and resolution details to franchise partners using clear, business-relevant communication. • Conduct follow-up outreach after incidents or case resolution to confirm outcomes, reinforce trust, and identify additional support needs. • Identify recurring issues and case trends, summarize findings, and support recommendations that improve tools, processes, or service delivery. • Maintain accurate case documentation and follow required authentication, privacy, and data handling procedures in support systems.

Role Description ¡ÚNETE A NUESTRO GRAN EQUIPO !!! TRABAJO 100% REMOTO- SOLO ATC NO VENTAS ¿QUÉ BUSCAMOS? - Personas con actitud y con capacidad de trabajar en equipo. - Con interés de crecer y hacer una línea de carrera a través del rubro de call center. FUNCIONES: - Recibir llamadas de nuestros clientes móviles y brindar una excelente atención. Qualifications - Experiencia mínima de 3 meses en call center. - Vocación por la atención al cliente vía telefónica. - Contar con herramientas para trabajar remoto en casa. Benefits - Sueldo básico 1130. - Bono Indicador de Atención de s/300. - Bono de internet s/35. - Bono por transferencias. - Ingreso a planilla COMPLETA desde el primer día de gestión. - Pagos quincenales y puntuales. - Capacitación corta y pagada. - Línea de carrera (desde el 3er mes de gestión). - Crecimiento sostenible (capacitación constante, coaching, línea de carrera). - Convenios especiales pensando en tus necesidades y las de tu familia (Cine, Universidad, Cooperativas, Despistajes, Viajes y mucho más). Company Description

Manager, Customer Support Anju Software | Remote About Anju Software Anju Software provides purpose-built technology solutions that power the clinical trial and life sciences industry. Our platforms support the full spectrum of study execution — from site and data management to regulatory compliance — enabling sponsors, CROs, and sites to operate with greater speed and confidence. We are committed to continuous innovation, including the thoughtful integration of AI into how we build, deliver, and support our products. The Role Anju Software is seeking an experienced, operationally excellent Manager of Software Support to lead a geographically distributed team responsible for the end-to-end resolution of Tier 1–3 support tickets across our clinical trial software portfolio. This is a leadership role for someone who combines deep support operations expertise with a genuine enthusiasm for AI-augmented workflows. You will be responsible for the performance, development, and day-to-day management of your team, while also driving continuous improvement in how support is delivered — leveraging modern AI tools to increase resolution speed, reduce repetitive burden on analysts, and elevate the quality of every customer interaction. What You'll Do Team Leadership & Performance - Lead, mentor, and develop a distributed support team across multiple time zones, fostering a culture of accountability, collaboration, and customer empathy - Manage staffing, scheduling, and capacity planning to ensure consistent SLA adherence across Tier 1, 2, and 3 support queues - Conduct regular 1:1s, performance reviews, and career development conversations to grow team capability over time - Serve as an escalation point for complex or sensitive customer issues, driving resolution with urgency and professionalism Support Operations - Own SLA performance across all severity levels; monitor KPIs including response time, resolution time, ticket reopen rates, and customer satisfaction - Oversee the full ticket lifecycle in Jira — from intake and triage through escalation, resolution, and closure — ensuring accurate classification, documentation, and routing - Partner with Engineering, Project Management, and Quality teams when tickets require cross-functional escalation or reveal systemic product issues - Maintain and improve internal knowledge base content, response playbooks, and escalation procedures AI-Forward Operations - Champion the use of AI tools — including Claude Cowork and ChatGPT — to streamline support workflows, accelerate ticket research, and assist analysts in drafting high-quality customer communications - Identify opportunities to apply AI-assisted triage, response suggestion, and knowledge retrieval to reduce mean time to resolution - Establish team norms and guardrails for responsible, effective AI tool use in a regulated clinical environment - Stay current on emerging AI capabilities relevant to support operations and bring well-reasoned recommendations to leadership Process Improvement & Reporting - Perform regular trend analysis on ticket volume, severity patterns, and recurring issues; surface insights to Engineering and Product to inform roadmap prioritization - Prepare and present support performance reports to senior leadership on a recurring basis - Drive continuous improvement initiatives that measurably improve team efficiency and customer outcomes What You Bring Required - 5+ years of experience in software support, technical customer success, or a related field, with at least 2 years in a people management role - Demonstrated ability to lead and develop distributed or remote teams across geographies and time zones - Hands-on experience with Jira or a comparable ticketing and workflow platform - Strong analytical skills — comfortable working with support metrics, identifying trends, and presenting data-backed recommendations - Excellent written and verbal communication skills; able to translate technical issues for non-technical stakeholders and vice versa - A genuine, working familiarity with AI tools (ChatGPT, Claude, or similar) and a practical understanding of how they can be applied in a support context Preferred - Experience supporting software used in clinical trials, life sciences, or a regulated healthcare environment - Familiarity with clinical trial concepts, terminology, or software categories (EDC, CTMS, eTMF, randomization, etc.) - Experience designing or refining support SLAs and escalation frameworks - Exposure to CAPA processes or quality management systems Tools You'll Use Daily - Jira — Ticket management, workflow automation, SLA tracking, and reporting - Claude Cowork — AI-assisted task automation, document drafting, and workflow support - ChatGPT — Research assistance, response drafting, and knowledge synthesis - Microsoft 365 — Communication, documentation, scheduling, and reporting (Teams, Outlook, Excel, Word, PowerPoint) Why This Role, Why Now The support function at Anju is undergoing a deliberate transformation — moving from a reactive, ticket-by-ticket model toward a proactive, AI-augmented operation that resolves issues faster, prevents recurrence, and allows our team members to spend their energy on work that genuinely requires human judgment. The person in this role will help build that future, not just manage the present. If you are energized by leading teams, improving systems, and finding thoughtful ways to apply AI to real operational challenges — in an industry where the software you support matters to patients — this is the role for you. What We Offer - Competitive base salary and performance bonus - Comprehensive health, dental, and vision benefits - Flexible remote work environment - Professional development support, including access to AI and clinical technology learning resources - A collaborative, mission-driven culture focused on innovation in life sciences Anju Software is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Only direct applicants will be considered. Staffing agencies and recruiter submissions will not be accepted. About 1 Alpha Consulting LLC: At 1 Alpha Consulting LLC, we deliver excellence across a broad range of consulting, staffing, and operation projects – including technology, engineering, administrative support, management consulting, and enrollment services. As a veteran-owned, mission-driven team, we partner with government, nonprofit, and commercial organizations to provide solutions that make a tangible difference in communities through Pennsylvania and beyond. Our services span staff augmentation, project management, IT consulting, process improvement, outreach opportunities, and business analytics, reflecting our commitment to integrity and measurable results. Every project is guided by our core values; reliability, collaboration, and a passion for enabling clients and communities to succeed. When you join 1 Alpha Consulting LLC, you become part of a supportive team that values growth, professional development, and meaningful work in fields as diverse as public programs, business operations, and technical innovation. We believe opportunity and impact go hand-in-hand- and we help build both for our clients, employees, and communities. Job Title: Customer Service Representative Location: Remote (Must live in Pennsylvania) Department: Pennsylvania Enrollment Assistance Program Work Hours: 9:30 am – 6:00 pm, Monday-Friday Training: 8:30 am – 5:00 pm for 2 weeks About the Role: The Customer Service Representative supports the Pennsylvania Independent Enrollment Broker (PA IEB) program under Maximus operations. This position helps seniors and individuals with disabilities access Home and Community-Based Services (HCBS) through Medicaid waiver programs by providing clear information, eligibility screenings, and guidance to ensure individuals can remain independent in their homes and communities. Responsibilities and Impact: As a Customer Service Representative, you will: - Serve as the first point of contact for applicants, families, and providers via phone and email. - Provide accurate information about waiver programs and conduct eligibility screenings. - Schedule intake appointments and connect applicants to appropriate enrollment brokers. - Document applicant interactions and maintain detailed records using internal system. - Respond to inquiries and escalated complex issues when necessary. - Demonstrate confidentiality and sensitivity when addressing applicant needs. - Collaborate with supervisors and team members to continuously improve service delivery. - Meet established performance, accuracy, and attendance standards. These responsibilities are not exhaustive; additional tasks may be assigned. Minimum Qualifications: - High School diploma or GED equivalent. - Prior call center or customer service experience. - Proficiency in multitasking across multiple computer programs. - Strong verbal communication skills and professional phone etiquette. - Ability to learn client-approved scripts and apply them consistently. - Basic computer/software skills (email, video conferencing, documentation systems). - Reliable home workspace with privacy, stable high-speed internet, and a wired Ethernet connection. Standout Qualifications: - Experience in remote or hybrid customer service roles. - Background in healthcare or human services. - Knowledge of Medicaid or related healthcare programs. - Recent call center experience. - Familiarity with handling confidential information (HIPPA knowledge preferred). - Three or more years of customer service or human service experience. Physical Requirements - Ability to sit or stand for extended periods while using a computer and phone. - Frequent hand use for computer operations. - Clear communication via phone, video, and meetings. - Ability to lift items up to 25 pounds and move around the workspace. - Close vision for reading and computer work. - Maintain an ergonomic and safe home workspace. Pay Range: $16.75/hr. After successfully completing a contingency period of at least 120 days with our company, eligible employees will have access to an excellent benefits package, including full insurance and other benefits effective the first of the month following the end of the probationary period. In addition, employees receive paid time off for Pennsylvania state holidays from day one, provided they work their scheduled hours before and after the holiday. Note that successful completion of the contingency period does not guarantee employment or hire by any partner organization. Why join us? At 1 Alpha Consulting LLC, we know people are our greatest asset. You’ll be part of a team that values: - A supportive, collaborative work environment. - Professional development and growth opportunities - Meaningful work that drives positive results for organizations, clients, and communities in fields ranging from technology and management consulting to outreach, engineering, and operations. - A mission-driven culture built on service, trust, innovation, and measurable impact- regardless of the type of project or client. Equal Opportunity Employer Statement: 1 Alpha Consulting is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected characteristics. If you require reasonable accommodation during the application process or hiring process, contact our Human Resource team at Human-Resource@1alphaconsulting.com.