Customer Support Manager

Customer Support Manager – International Biomedical

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 environmental impact.

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.

• 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 programs.
• 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 related field preferred).
• 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.

• Full benefits package (health, dental, 401(k)).
• Training and ongoing professional development.
• Opportunity to support products that make a meaningful impact in neonatal care.