Customer Support Manager - Austin
7 hours ago
Job description
International BiomedicalJob Title – Customer Support Manager
Location:
Austin, TX, On-site role based in our local office
About Us
International Biomedical Ltd. is an Austin, Texas–based company that designs,
manufactures, and distributes innovative neonatal and perinatal products and technologies
to hospitals worldwide. For 50 years, our mission has been to provide the best possible
outcomes for the newborn infant, the critically ill, and their families. Our family-owned and
operated company stands 100+ strong, spans the globe, and promotes a culture of respect
and integrity. While manufacturing quality products is our top priority, we are also
committed to giving back to our local communities and reducing our impact on the
environment.
Position Overview
We are seeking a dedicated Customer Support Manager to lead and support our customer
support team at our Austin headquarters. In this role, you will oversee daily support
operations, coordinate responses to customer inquiries, and ensure timely resolution of
service related issues. You will collaborate closely with internal teams to enhance customer
satisfaction and uphold the high-quality service standards our clients expect.
Responsibilities
- Lead and support the customer support team in daily operations
- Manage customer inquiries regarding orders, product information, and service needs
- Oversee escalation cases and ensure prompt, effective resolution
- Maintain accurate documentation, communication logs, and service records
- Collaborate with Sales, Service, Production, and other departments to resolve issues
- Assist in developing and improving customer support processes and training materials
- Monitor team performance and support initiatives that improve customer satisfaction
- Maintain CRM records and ensure proper workflow execution
- Support customer communications related to product lifecycle updates and service
- Communicate clearly and professionally in both written and verbal formats
- Manage stress and resolve conflict effectively while supporting team members
- Prioritize tasks, meet deadlines, and exercise sound judgment with minimal supervision
- Maintain detailed, accurate, and confidential records
- Present information confidently and effectively to groups when needed
- Bachelor's Degree required (Business, Communications, Healthcare Administration, or
- 1–2 years of experience in a customer support or customer service management role
- Strong communication, problem-solving, and organizational skills
- Advanced Excel knowledge, enabling efficient data management and effective support for business operations.
- Experience with CRM systems and Microsoft Office Suite
- Ability to work full-time on-site at our Austin, TX office
- Strong attention to detail and ability to multitask in a fast-paced environment
Salary:
$65,000 – $85,000 per year
- Full benefits package (health, dental, 401k)
- Training and ongoing professional development
- Opportunity to support products that make a meaningful impact in neonatal care
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