Helpdesk Supervisor – Customer Care
Location: Bangalore, India
Job Type: Full-Time
Job ID: R16625
About the Role
Clario, a global leader in clinical trial data solutions, is seeking an experienced Helpdesk Supervisor to lead customer care operations that support clinical trial sites worldwide. This role ensures high-quality customer service delivery, efficient team performance, and seamless coordination across global teams supporting critical clinical research technologies.
As part of a growing team in Bangalore, you will collaborate with international colleagues and clients, contributing directly to faster and safer development of new therapies.
Key Responsibilities
Supervise and coordinate daily activities of Helpdesk staff, ensuring timely completion of tasks and alignment with organizational standards.
Manage customer support interactions, ensuring accurate documentation, timely resolution, and high levels of customer satisfaction.
Ensure all customer contacts are recorded in the call management system and required databases.
Support Customer Care Specialists by identifying product-related issues and ensuring necessary data is collected for detailed analysis.
Collaborate with the QC Analyst to implement process improvements within the team.
Provide accurate reporting to the Manager, Customer Care, and ensure compliance with defined procedures.
Guide the team in meeting performance expectations, achieving Success Factor goals, and maintaining quality service levels.
Provide leadership through coaching, performance feedback, and one-on-one evaluations.
Maintain effective communication with internal teams and external clients to support issue resolution and operational efficiency.
Act as a backup Customer Care Representative/Specialist as required (up to 30%).
Participate in cross-departmental initiatives and support new product line adoption.
Deliver reports, manage special assignments, and provide updates on project status and deadlines.
Qualifications and Experience Required
Required Qualifications
Bachelor’s degree in Electronics, Information Technology, Engineering, or a related field.
Prior experience managing a customer care or helpdesk team (supervisory experience required).
Experience supporting technical or medical equipment in a customer-facing environment.
Fluency in spoken and written English.
Strong teamwork capabilities and ability to work independently within assigned responsibilities.
Flexibility to work off-hours support and participate in rotating weekend on-call schedules.
Strong communication, persuasion, and customer relationship skills.
Ability to deliver effective problem-solving solutions and apply business management techniques.
Working knowledge of safety and security protocols, ERP systems, CRM tools, quality standards, and office software.
Preferred Skills
Ability to motivate teams and maintain high performance standards.
Strong organizational skills and proficiency in documentation and reporting.
Experience working in cross-functional global teams.
What We Offer
Competitive compensation with shift allowances.
Comprehensive benefits focused on security, flexibility, well-being, and professional growth.
Engaging employee programs and opportunities for advancement.
About Clario
Clario partners with global pharmaceutical organizations to streamline clinical trial data collection and analysis. Our technology and expertise help accelerate research timelines and enhance patient safety. At Clario, people come first—we value collaboration, innovation, and integrity in every aspect of our work.
Apply Now
Take the opportunity to lead a high-impact customer care team and play a vital role in advancing global clinical research. Submit your application today.
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